Deskripsi Pekerjaan
Capgemini is a global leader in consulting, technology services, and digital transformation. We are currently looking for a talented Thai Customer Care Process Associate to join our team in Manila. In this role, you will act as the first point of contact for Thai‑speaking customers, delivering outstanding service across phone, email, and chat channels.
Your responsibilities will include managing customer queries, troubleshooting issues, and providing accurate information about our services and processes. By listening attentively and demonstrating empathy, you will ensure each interaction is handled professionally and efficiently, meeting or exceeding defined SLAs. You will also document all interactions in our CRM system, generate reports, and identify trends to support continuous improvement initiatives.
Beyond handling day‑to‑day communications, you will collaborate with cross‑functional teams—including operations, quality assurance, and training—to implement process enhancements and share feedback that drives higher customer satisfaction. We also encourage continuous learning and provide opportunities for career advancement for high‑performing associates.
Join Capgemini and become part of a team that values diversity, innovation, and the power of people to shape the future of technology. Our Manila hub is equipped with modern facilities and a vibrant community, making it an ideal place to grow your career while contributing to global projects.
Tanggung Jawab
- Handle inbound and outbound customer interactions in Thai via phone, email, and chat
- Resolve customer inquiries and complaints efficiently, ensuring adherence to service level agreements (SLAs)
- Document customer interactions and maintain accurate records in the CRM system
- Identify process bottlenecks and recommend improvements to enhance customer satisfaction
- Collaborate with internal teams to implement solutions and share best practices
- Participate in training, coaching, and quality assurance initiatives to maintain high service standards
Kualifikasi
- Native or near‑native fluency in Thai (speaking, reading, and writing)
- Minimum of 1‑2 years of experience in a customer service or call centre role
- Excellent verbal and written communication skills in Thai and English
- Proven ability to multitask and work in a fast‑paced environment
- Strong problem‑solving skills and a customer‑centric attitude
- Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office tools