Manager, Head of CS Customer Care

Position Summary

Lead and manage Samsung Thailand's Customer Care organization, including Contact Center Operations, Voice of Customer (VOC), Digital Customer Engagement, Customer Experience Improvement, and BPO Governance.
Drive customer-centric initiatives, service innovation, operational excellence, and digital transformation to enhance customer satisfaction, improve service efficiency, and strengthen Samsung's brand experience across all Contact Center touchpoints.

Role and Responsibilities

Lead overall Customer Care operation, including Contact Center, Digital Support Channels, and VOC management.

Manage BPO partners to ensure service delivery, SLA achievement, quality standards, and operational compliance.

Drive customer experience strategy and continuous improvement initiatives.

Oversee customer complaint handling, escalation management, and executive customer cases.

Manage VOC analyt...