Support Specialist – Thai Bilingual Messaging (Social Media Account)

Teledirect Telecommerce (Thailand) Ltd. (Ratchathewi)

Ratchatchewi

Bangkok, Thailand

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities. TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential. We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia. From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.

About this position

You’ll help us deliver excellent service to our partner brands by performing various support tasks.

Responsibilities

• Provides excellent end user, customer care, and support services in respect of the products managed under the client (e.g. Account Access & Registration, Technical Support & Product Questions, General Customer Service, Billing & Payments, Trust & Safety Support)
• Identifies customer’s needs and actively responds to support tickets from client’s users
• Remains knowledgeable about client’s approved workflows for incident identification, escalation, resolution, and closure using client’s tools
• Delivers the best services to customers to ensure the highest customer satisfaction with the right procedures
• Investigates and resolves issues such as reports of potentially abusive content and violated graphic content, with high quality, speed, empathy, and accuracy
• Uses market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of users
• Ensures confidentiality, security, integrity, and privacy of data
• Carries out any other tasks as directed by the supervisor

Requirements

• Able to work in shifts
• Candidate must possess at least a bachelor’s degree in any field.
• Preferably 2 years of working experience in the related field is required for this position. However, fresh graduates are encouraged to apply.
• Possess strong time management skills and motivated to exceed expectations.
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs
• Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation)
• Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones
• Excellent verbal and written communication skills in English and the language of the supporting market.