Principal Accountabilities:

1. Overall responsibility for end-to-end customer experiences
2. Driving simplification of customer-facing processes and/or user-interfaces
3. Tracking, evaluating and reporting on "Customer satisfaction" (NPS Score)
4. Ensuring customer-perspective in management in all strategic decisions Communication :
   • Oversee correct implementation of value propositions in sales process
   • Ensure understandable customer communication and simplification during onboarding process
   • Implement and ensure proactive customer service in all customer service channels (Up-sell/Down-sell, cross-sell)
   • Establish routines for collection of customer feedback (in-life and when churn)
5. KPI:
   • Customer NPS
   • Frost & Sullivan "Best Customer Service" Award

• Master Degree in Business Administration or related field
• Fluent ENGLISH & Thai language
• At least 5 years of working experience in the related field
• Excellent in logical thinking, strong in communication and presentation skill
• Proactive, well-organized, good at cross-functional work, fast learner and flexible to any change
• Excellent problem solving skills and negotiating skills
• Good interpersonal and communication skill, both oral and written are required
• Able to work independently as well as be a strong team member
• Disruptive and innovation
• A great commercial mindset - thinking in terms of customer need, pricing strategies, value and return
• Comfortable presenting to prospective clients and acting as the subject matter expert