Analyst, Product Application and Customer Experience (Thai Speaker) SEA CBG Tier 2

Location: On-site in Taguig, Philippines

Company

hirify.global develops innovative products and solutions and encourages curiosity, creativity, diverse thinking, and continuous improvement.

What you will do

• Resolve escalated customer inquiries, complaints, and technical issues requiring advanced troubleshooting.
• Provide technical support and process refunds, replacements, and free sample shipments for end-user complaints.
• Document customer interactions, issues, and resolutions in Salesforce.
• Collaborate with Level 1 support, Application Engineering, Quality, Business Groups, product development, marketing, and other departments.
• Train and mentor Level 1 support staff, review Tier meetings, and provide performance feedback.
• Maintain knowledge bases and FAQs, identify continuous improvements, and report inquiry volume, case closure, and customer feedback metrics to business groups.

Requirements

• Bachelor’s degree from an accredited institution.
• Knowledge of theories and practices in one customer-service discipline, including customer inquiry support, complaint resolution, customer service analytics, or call handling.
• At least one year of experience in customer support services.
• English and Thai proficiency in writing, speaking, listening, and reading is required.

Nice to have

• Salesforce experience and participation in cross-functional projects.
• Exceptional customer service, active listening, interpersonal, oral and written communication, and presentation skills.
• Ability to work in a high-volume, rapidly changing team environment and support team leadership.
• Strong organization, multitasking, prioritization, follow-through, and deadline-management skills.
• PC literacy, including Microsoft Office and Excel; experience with hirify.global Customer Service systems is a plus.

Culture & Benefits

• Full-time, on-site employment in Taguig, Philippines.
• Employees are expected to follow safety policies, identify hazards, and contribute to hirify.global’s Environmental Health and Safety culture.

Hiring process

• Provide education and work history either by uploading a resume or entering the information directly in the application fields.
• Accept the applicable hirify.global terms of use and privacy statement before submitting the application.