Customer Service

Job Summary:

As a Customer Service at ActionCity (Thailand), you will be the frontline of our customer communication - answering chats across all platforms and turning every conversation into a sales opportunity. Your main goal is to deliver a friendly, fast, and professional online experience that drives customer satisfaction and sales conversion. You will handle inquiries, recommend products, upsell and cross-sell collectible items, and ensure smooth order handling from chat to checkout. This position is perfect for someone who is energetic, service-minded, and passionate about toys, pop culture, and collectibles, someone who loves chatting with customers and knows how to turn conversations into results.

Job Description:

• Online Customer Engagement

• Respond promptly and professionally to customer inquiries via LINE Official Account, Facebook, Instagram, Shopee and other chat platforms.

• Maintain a friendly, positive, and brand-consistent tone in all communication.
• Understand customer needs and recommend products, bundles, and promotions accordingly.
• Handle customer feedback, complaints, or delivery issues with care and follow up until resolution.
• Build good relationships with customers and turn first-time buyers into loyal fans.

• Sales Promotion & Conversion

• Promote new arrivals, pre-orders, and campaign offers to encourage purchases.

• Actively upsell and cross-sell during chat conversations to increase order value.
• Use product knowledge and storytelling to make each conversation engaging and persuasive.
• Follow structured sales flow: greet → identify needs → recommend → confirm → close sale.

• Track and record chat-to-sale conversion rates and report to Marketing/GM weekly.

• Order & Payment Coordination

• Confirm orders, payment details, and customer information with accuracy.

• Coordinate with relevant teams (Stock, Operation, Accounting) to ensure order fulfillment and on-time delivery.
• Handle payment confirmation, refund inquiries, and issue receipts/tax invoices as needed.
• Maintain order records, chat logs, and customer data according to PDPA guidelines.

• Marketing & Campaign Support

• Support the Marketing team in executing campaigns and broadcasts on online channels.

• Share product information, news, and promotions via chat and other online channels.
• Collect feedback and report customer trends, FAQs, and improvement ideas to the team.
• Assist with basic content tasks (caption drafts, customer messages, event reminders).

• Reporting & Improvement

• Update daily chat logs, customer inquiries, and sales performance reports.

• Suggest improvements to enhance the chat flow and customer experience.
• Participate in internal meetings to share insights and learn new product updates.

Qualifications:

• Education: Bachelor's degree in Business Administration, Marketing, Communications, or related fields.

• Experience:

• 1–3 years of experience in Customer Service, Online Sales, or E-commerce Chat Operations.

• Experience handling customer chats via LINE, Facebook, or Instagram is required.
• Experience with toy, lifestyle, or retail industries is a plus.

• Technical Skills:

• Excellent command of chat and online communication platforms.

• Familiar with online channel functions (tags, quick replies, auto reply, coupon, and rich menu).
• Basic use of Google Sheets/Excel for order and sales tracking.
• Basic understanding of CRM systems, PDPA, and order management processes.

• Soft Skills:

• Friendly, service-minded, and persuasive with strong closing skills.

• Fast typing, clear writing, and professional chat etiquette.
• Strong problem-solving and multitasking abilities.
• Team player with a can-do attitude and positive energy.
• Highly responsible, reliable, and organized.
• Language: Proficiency in English and Thai (written and spoken) for chat and product names. Chinese is a big plus.