Customer Relationship Management (CRM) – Automotive Industry

Job descriptions: Take full ownership of customer complaints, ensuring effective resolution and proper case closure. Handle escalated and sensitive cases, including those involving authorities (e.g., OCPB), and drive effective de-escalation. Quickly assess case backgrounds, identify root causes, and clearly understand customer needs. Develop practical, solution-oriented approaches to resolve issues and manage dispute settlements. Lead end-to-end case management, ensuring complete resolution without repeated escalations. Collaborate with dealers, technical teams, and internal stakeholders to ensure effective execution of solutions. Proactively manage high-risk cases and customer expectations to mitigate complaint risks. Monitor case progress and ensure timely closure in line with company standards. Analyze and summarize key cases to support continuous improvement of complaint handling processes. Perform any other duties as assigned. Main Responsibilities and Obligations of the Position: Ensure all complaints are genuinely resolved (“case closed”), not just responded to Minimize escalation to authorities and external channels, protecting company reputation. Drive efficient and practical problem-solving with clear accountability. Improve customer satisfaction through effective issue resolution. Qualifications: Experience working in an automotive OEM. Bachelor’s degree in Business Administration, Customer Service, or a related field. 2–5 years of experience in complaint handling, customer service, or dispute resolution within the automotive industry. Strong ability to manage challenging customer situations and perform effectively under pressure. Proven experience in handling complex or escalated cases, with strong problem-solving and sound decision-making skills. Excellent communication and negotiation skills, with a solution-oriented mindset. Ability to coordinate across multiple stakeholders and drive execution effectively. Strong sense of ownership, with a results-driven mindset. Fluent in Thai and English; proficiency in Chinese is a plus. Benefit • Fixed Bonus • Variable Bonus • Provident Fund (Employer contribution ranges from 3% to 8%, based on years of service) • Phone Allowance depends on Job Level • Meal Allowance • Overtime Meal Allowance • Birthday Allowance • Wedding Congratulations Allowance • Newborn Gifts Allowance • Employee Funeral Assistance • Funeral Assistance for Employee Family Members. • Group Health includes IPD and OPD coverage (Enhanced mental health coverage), Accident, Life, and Dental Insurances - Coverage begins on the employee's start date. • 5 working days (Monday-Friday) • Annual leave (Starts at 7 days, increasing to a maximum of 15 days, based on years of service) • Funeral Leave for family members Working Location: G Tower, 22nd Floor, North Tower Rama 9