About the role

The Customer Assistance Analyst (CAA) will be responsible for the Customer Concern Resolution process that supports the Thailand Call Centre operations. Working closely with Service/Sales Zone Managers, Dealers, and the Call Centre, the CAA will ensure proper follow up to maximise customer satisfaction. The CAA will demonstrate high levels of contact centre values including problem solving, customer first mentality, and promoting a sense of teamwork. This role will liaise with various departments and personnel to ensure that customer concerns and escalations are resolved appropriately. The CAA will work directly with customers on escalated issues, by phone or in person, ensuring that an outstanding customer experience is provided.

Key responsibilities

Set targets and supervise the achievement of customer satisfaction levels

• Act as a liaison between customer, service support, and dealership by following up to ensure customer satisfaction

• Coordinate with dealers on escalated customer complaints and concerns while building good relationships with dealers

• Coordinate with Service/Sales Zone Managers and the Call Center on customer concerns and ensure follow-ups so that the best solution is found to maximize customer satisfaction

• Coordinate with SEO on Technical issue explanation support to customer

• Assist the ASEAN Customer Assistance Manager in the management of customer concerns; ensuring that the Thai Call Centre team meets Ford's Service Standard in the Thailand Market

• Organize daily incoming correspondence including government letters, Office of the Consumer Protection Board of Thailand (OCPB) letters and build good ongoing relationships with government such as Thai OCPB and Court

• Review, control, and issue (if needed) letters for escalated customer concerns on behalf of the ASEAN Customer Assistance Manager and manage filing

• Support data preparation and analysis including KPIs from internal data or customer concerns that can further improve the effectiveness of operational processes

• Prepare memorandum and all paperwork for Manager approval before execution or handover to senior management

About you

• Completed high school education

• At least 2 years of experience in an automotive business and/or Customer Service or Call Centre

• Proven experience in managing multiple tasks, often with conflicting priorities

• Fluent in Thai and English communication skills both spoken and written

• Excellent verbal and written communication skills, with the ability to identify, confirm and action on customer requirements

• Excellent customer handling skills with a thorough understanding of world class customer service and a desire to exceed customer expectations

• Ability to work on own initiative and prioritize workload without supervision

• Organized, mature, and work well both in a team and independently

• Proven ability to work well under pressure, enjoy solving problems, and meet required targets

• Strong organizational, time management, planning and problem-solving skills