Supports daily administrative operations including scheduling, correspondence, document preparation, and internal communications in Thai.

Provides translation and language review services to ensure accuracy and cultural appropriateness across Thai-language materials.

Assists team members and management in handling Thai-language projects, client communications, and cross-functional coordination.

Delivers Tier 1 and Tier 2 technical support in Thai for software applications, consumer electronics, smart devices, and digital platforms.

Diagnoses and resolves technical issues clearly and efficiently, minimizing customer frustration and improving first-call resolution rates.

Documents technical cases and collaborates with engineering teams to identify recurring issues and contribute to product improvement.

Conducts inbound and outbound sales activities in Thai, including product presentations, consultative selling, cross-selling, and upselling.

Builds rapport with Thai-speaking customers, understands their needs, and matches them with the right products or services to meet sales targets.

Tracks pipeline progress, shares market insights, and contributes to ongoing refinement of sales scripts and strategies.

Monitors and evaluates agent call quality using recordings, real-time listening, and AI-assisted scoring tools to ensure consistent service standards.

Provides structured coaching and actionable feedback to agents, identifying knowledge gaps and behavioral patterns that affect customer satisfaction.

Compiles quality assurance reports for management, highlighting trends, improvement areas, and compliance with service level agreements.

Manages a team of Thai-speaking customer service agents, ensuring daily performance targets, attendance standards, and KPIs are consistently met.

Provides in-the-moment coaching, handles escalated customer issues, and serves as the primary communication bridge between agents and management.

Leads team meetings, facilitates skill-development sessions, and fosters a positive and productive team environment.

Designs and delivers onboarding programs and ongoing training curricula for Thai-language agents, covering product knowledge, soft skills, and service protocols.

Assesses agent performance and learning outcomes through evaluations and role-plays, providing personalized development plans and coaching.

Continuously updates training materials to reflect product changes, new service scenarios, and evolving customer expectations in the Thai market.

Manages back-office functions including data entry, order processing, document verification, and case management in Thai with high accuracy and attention to detail.

Coordinates with front-line agents and client stakeholders to ensure seamless end-to-end service delivery and timely resolution of complex cases.

Maintains records, prepares operational reports, and supports process optimization initiatives across the Thai operations team.

Plans, coordinates, and oversees the execution of Thai call center projects from launch to steady-state operations, ensuring delivery on time and within scope.

Collaborates with cross-functional teams — including IT, HR, QA, and client stakeholders — to align project milestones, resolve blockers, and communicate progress.

Manages project budgets, resource allocation, and risk mitigation, ensuring Thai operations deliver measurable business outcomes for clients.

Conducts outbound research calls and administers customer satisfaction surveys in Thai, gathering insights on consumer preferences, brand perception, and market trends.

Analyzes collected data to identify patterns and business opportunities, delivering actionable recommendations to clients and internal stakeholders.

Prepares detailed research reports with clear data visualizations and strategic insights tailored to the Thai consumer landscape.

Handles all aspects of e-commerce customer support in Thai, including order tracking, refund processing, logistics coordination, and dispute resolution for platforms like Shopee and Lazada.

Manages seller accounts and responds to buyer inquiries with speed and accuracy, maintaining high platform ratings and customer satisfaction scores.

Identifies recurring order-related issues and works with operations teams to resolve root causes and improve fulfillment processes.

Manages brand presence across Thai social media platforms including LINE Official Account, Facebook, TikTok, and Instagram — creating and scheduling culturally resonant content.

Responds to comments, messages, and reviews in Thai, maintaining a positive brand image and fostering authentic community engagement.

Monitors social media analytics and competitive activity, reporting performance insights and adapting content strategies to maximize reach and engagement.

Reviews and moderates Thai-language user-generated content across e-commerce platforms, social media sites, gaming communities, and digital apps to enforce community guidelines.

Identifies and removes harmful, inappropriate, or policy-violating content while minimizing false positives and preserving legitimate user expression.

Provides moderation reports, escalates complex cases, and collaborates with trust and safety teams to refine content policies for the Thai market.

Manages and maintains CRM systems used by the Thai operations team, ensuring data accuracy, user access controls, and system integrations are functioning optimally.

Trains agents and supervisors on CRM workflows, ticket management best practices, and reporting tools to maximize operational efficiency.

Generates regular performance and customer data reports, supporting management in identifying service trends and areas for strategic improvement.

Builds and manages long-term relationships with key Thai-speaking clients, ensuring they derive maximum value from Hai Zhi Yue J2's services and consistently renew engagements.

Monitors client health metrics, proactively addresses concerns, and facilitates regular business reviews to align on performance, goals, and expansion opportunities.

Acts as the voice of the customer internally, advocating for product and process improvements that enhance the Thai client experience.

Collects, processes, and analyzes call center operational data for the Thai team — including contact volumes, resolution rates, CSAT scores, and agent productivity metrics.

Identifies service performance trends, highlights areas of concern, and develops data-driven recommendations to optimize operations and improve customer outcomes.

Creates clear and insightful dashboards and reports in Thai and English, supporting management decisions and client performance reviews.

Oversees end-to-end daily operations of the Thai call center, including staffing, scheduling, workflow management, and real-time performance monitoring to ensure SLA compliance.

Leads continuous improvement initiatives, driving process efficiencies, cost optimizations, and quality enhancements across the Thai operations team.

Serves as the primary escalation point for operational issues and the key liaison between Thai agents, account managers, and senior leadership.