Senior Associate, Customer Relation Management

1 week ago

Phra Khanong, Bangkok, Thailand JUZMATCH CO., LTD. Full time

Responsibilities

  1. Manage and handle escalated cases by conducting in-depth problem analysis and ensuring timely resolution.
  2. Review, track, and process case-related documentation, such as request forms, incident reports, and contractual documents.
  3. Coordinate with internal teams—such as Operations, Sales, and Accounting—to ensure each case or request progresses according to established procedures.
  4. Provide service and respond to customer inquiries through various company channels, including chat, phone, email, and social media.
  5. Accurately record customer interactions, issues, and case progress in the CRM system in a complete and structured manner.
  6. Route cases to the relevant departments and follow up until the case is closed in accordance with the SLA.
  7. Continuously learn and stay updated on products, policies, and operational procedures, and provide recommendations for process improvements.
Qualifications
  1. At least 2–3 years of experience in Customer Service/Call Center or in handling escalated cases.
  2. Strong communication skills, both verbal and written, with the ability to analyze and resolve complex issues.
  3. Demonstrated structured working skills, including systematic planning, organized documentation, and accurate data management.
  4. Ability to coordinate effectively with multiple departments and manage several tasks simultaneously.
  5. Proficiency in using CRM or customer service systems, with high attention to detail in data entry and record-keeping.
  6. Able to work under pressure, maintain emotional control, and take responsibility for the outcomes of assigned cases.
  7. Positive work attitude, professionalism, and a willingness to continuously learn and update knowledge.

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