Job Description

Customer Care Specialist

BTH - Bobst (Thailand) Ltd

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The person is part of the local Business Unit Service organization, and handles various tasks as defined by SEA Customer Care Manager or Zone Service Director Southeast Asia (ZSD).

Main Responsibilities

• Provide world class customer support
• Manage new service interventions
• General customer request management
• Validate and update customer information and record daily activities
• Monitor and manage all customer requests till completion
• Measure customer satisfaction
• Ensure highest level of customer satisfaction

Key Daily Tasks

• Answer customer calls
• Record customers’ requests in Salesforce by creating cases, case follow up
• Manage Field Service Technicians’ accommodation / logistics for the zone technical teams
• Entry point for customer services and managing the technicians scheduling with technical team
• Follow all assignments through to their completion: parts, field service, technical service or other and measures customer satisfaction
• Invoicing 3rd Party & Intercompany
• NPS collection and data consolidation for the region
• Updating of SAP customer databases
• OT / occupancy / absence hours consolidation, Order Uniform, toolboxes for the technicians
• Create Service quotations (according to tariff for special case), orders and invoices
• Payment collection (AR)
• Validate and update customer information
• Invite customers to call back if they are not totally satisfied
• Elevate unresolved concerns to designated Superior in the company
• Communicate regularly with other individuals/departments within the organization
• Perform related duties as assigned or required to meet company goals and objectives
• Assist Regional Service Director on his traveling, expense claims
• Polite and team player
• Able to work in a fast-paced environment
• Be empathetic and work as an advocate for customers (customer-centric)
• Customer oriented
• Proactive work style, highly reliable and accountable
• Act dynamically and pragmatically under pressure
• Bachelor’s degree in commerce/science
• 2 - 3 years’ experience in customer service industry and in administrative
• Strong knowledge of SAP, MS Office, including Word, Excel and Outlook
• Good written and verbal communication skills, both in Thai and English

Join us – and grow with us.

BOBST is an engineering company, pioneering intelligent solutions that shape the future of the packaging world. At BOBST, you make an impact on a global scale – through innovation and advanced technology. You grow by mastering challenges – in a team that strives for excellence. And you enjoy a culture of a family-run enterprise, where values are truly lived. With the combined forces of more than 6400 people and business activities in more than 50 countries, we are positioned as the innovation leader in our industry.

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