ประสบการณ์:

3 ปีขึ้นไป

ทักษะ:

Electronics, Good Communication Skills, English

ประเภทงาน:

งานประจำ

• To strengthen SAC repair quality and maintenance capability by supporting service center and engineers with technical troubleshooting, preventive maintenance knowledge, and product issue analysis in order to improve service operation and customer satisfaction.
• Repair & Service Infrastructure Improvement.
• To deploy global repair and maintenance guidelines for SAC products to service center and related partners in order to improve repair quality, reduce repeat issues, and ...
• Training / Technical Skill Improvement.
• To conduct technical training for service center engineers and related teams for SAC products through establishment of technical training guidelines and competency development roadmap aligned with required repair and maintenance capability.
• Technical Escalation Support.
• To provide prompt technical support for product escalations, urgent field issues, VOC cases, and product quality investigations, including root cause analysis and corrective action support for related teams.
• Market Monitoring & Spare Parts Management.
• To monitor market quality trends, repair symptoms, and high spare parts usage in order to identify potential product issues, support preventive actions, and improve repair readiness. This includes spare parts usage monitoring, forecasting (FCST) for high consumption parts, and coordination with related teams to ensure parts availability and reduce repair delay risk.
• Repair Process Optimization & Cost Reduction.
• To improve repair process efficiency and drive service cost reduction through repair method optimization, repeat repair reduction, component-level repair enhancement, and effective spare parts utilization in order to improve productivity and operational efficiency.
• Report & Operation Monitoring.
• To generate and submit accurate service, repair, and expense reports for related operations.
• To provide technical investigation reports, VOC analysis, market monitoring summaries, cost reduction performance, and service operation reports where applicable in order to support continuous improvement and management decision-making.
• Skills and Qualifications.
• 3-5 years of experience in B2B after-sales service.
• Experience in consumer electronics, preferably with technical experience in the SAC Air Conditioning industry.
• Strong customer service skills with experience in onsite troubleshooting and fault investigation.
• Good communication skills in both Thai and English, with the ability to communicate professionally, diplomatically, empathetically, and tactfully according to the situation and job requirements.
• Ability to work independently onsite as well as collaboratively within a team environment.
• Flexible and able to multitask, prioritize tasks, and manage time effectively without compromising deadlines.
• Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page.

ประสบการณ์:

7 ปีขึ้นไป

ทักษะ:

Market Research, Research, Excel

ประเภทงาน:

งานประจำ

• Track Samsung performance vs. key competitors across price segments, monitor and flag significant market movements, with data-driven insights and recommendations.
• Track performance of key Samsung products vs. competitor models, analyse churn-in / out trends and monitor sales progress.
• Build structured data reports on a weekly and monthly basis, by extracting and processing market data from multiple data sources.
• Ensure data accuracy and report usability for all relevant stakeholders.
• Provide granular analysis (e.g., on region/province/city level) for assigned markets to strengthen local operations.
• Regularly engage with local counterparts to address relevant requests and enquiries.
• Actively monitor & track data portal updates, conduct training for assigned markets.
• Manage all responsible data reports independently, presenting key findings and recommendations to stakeholders in a clear, concise and action-driven format.
• Continuously optimize the quality and speed in existing data collection and reporting processes.
• Build automated reporting pipelines and cross-source data integration.
• Skills and Qualifications.
• 5 - 7 years of relevant professional experience with functional knowledge in data analytics, market research, business analytics, CMI or a related field.
• Familiarity with syndicated market research tools and data sources.
• Experience in managing large-scale database with proven analytical skill.
• Including data collection & cleaning, data construction & modelling, data reporting & visualization etc.
• Advanced excel skills is a must, experience using Power BI/Query, DAX, SQL is a plus.
• Ability to create clear and insight-led reports, with action-driven recommendations.
• Ability to work in a fast-paced environment, w/ strong data acuity and attention to details.
• Experience in Mobile electronics or related consumer industry preferred.
• Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page.

ทักษะ:

Compliance, Social media, English

ประเภทงาน:

งานประจำ

• Lead overall Customer Care operation, including Contact Center, Digital Support Channels, and VOC management.
• Manage BPO partners to ensure service delivery, SLA achievement, quality standards, and operational compliance.
• Drive customer experience strategy and continuous improvement initiatives.
• Oversee customer complaint handling, escalation management, and executive customer cases.
• Manage VOC analytics and customer insights to identify improvement opportunities and business risks.
• Lead digital transformation initiatives, including AI-powered customer support, chatbot, self-service.
• Collaborate with HQ, Regional HQ, and cross-functional teams.
• Establish governance frameworks, policies, and operational standards for customer care functions.
• Monitor and improve key performance indicators including NPS, FCR, SLA, AHT, and VOC metrics.
• Drive customer journey improvement projects across online and offline service touchpoints.
• Manage customer communication channels, including voice, chat, email, social media, and digital engagement platforms.
• Develop organizational capabilities and workforce planning within the Customer Care function.
• Support crisis management, product quality issues, and customer risk mitigation activities.
• Skills and Qualifications.
• Bachelor's or Master's degree in Business Administration, Marketing, Customer Experience, Operations Management, or related fields.
• Minimum 8-10 years of experience in Customer Service, Contact Center Operations, Customer Experience, or VOC Management.
• Strong leadership experience managing large-scale customer care operations and BPO partners.
• Proven experience in customer experience transformation and digital service initiatives.
• Strong analytical and problem-solving skills with the ability to leverage customer insights for business improvements.
• Experience in VOC management, complaint handling, and executive customer escalations.
• Knowledge of AI, digital customer engagement, CRM, and customer service technologies.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent communication and presentation skills in both Thai and English.
• Experience in multinational organizations and regional collaboration is preferred.
• Customer-centric mindset with strong business acumen and operational excellence capability.
• Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page.

ประสบการณ์:

5 ปีขึ้นไป

ทักษะ:

Interior Design, Branding, Express

ประเภทงาน:

งานประจำ

• Expanded responsibility to oversee all service center look & feel, including layout, zoning, interior design, customer flow optimization, signage, and facility readiness across Thailand and Indochina.
• New responsibility to lead renovation projects, coordinate with vendors, property team, and Suwon to ensure alignment with global CI standards.
• Drives continuous improvement by transforming operational feedback and customer pain points into upgraded enhanced service touchpoints both all online channels and serv ...
• Direct influence on NPS uplift, customer journey satisfaction, and brand consistency, supporting 2026-2027 CX strategy.
• Role and Responsibilities.
• Lead the service center environment design, ensuring consistency with Samsung CI and branding, and global retail/service guidelines.
• Plan and execute renovation, layout redesign, signage development, and facility improvements for all CS touchpoints.
• Conduct customer journey mapping, focusing on physical experience (welcome, queue, waiting, repair, payment).
• Work with Property and CS Suwon, vendors, and ASC partners to ensure cost-efficient renovation and deployment.
• Perform regular facility audits, identify gaps, and drive corrective action plans.
• Support new service model rollouts, e.g., Express Repair zone, Premium Service areas, Smart Corner.
• Review design proposals for new customer experience initiatives (e.g., Smart Queue, kiosk, digital wall, SC+ journey).
• Manage annual renovation budget, procurement, and project timelines.
• Skills and Qualifications.
• Bachelor s Degree in Industrial Design, related to Service Design, or related fields.
• 5-8 years experience in service marketing and communication, service center design, or any store improvement projects.
• Strong skills in space planning, layout drafting, customer flow design, and project management.
• Ability to work with contractors, procurement, and cross-functional stakeholders.
• Knowledge of branding, customer touchpoint design, signage systems, and facility standards.
• Understand interior design, construction drawing, mechanical and electrical drawing, and strong presentation skills.
• Customer-centric mindset with strong attention to detail.
• Experience in multisite rollout is an advantage.
• Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page.