Thai Support Agent

About the Role

Sheva Empresa is hiring a Bilingual Customer Support Representative (Thai & English) to support an international fintech client. The ideal candidate will be fluent in Thai and English and capable of delivering professional, accurate, and empathetic customer support across multiple communication channels, including inbound and outbound calls, live chat, and email. This is a hybrid position with fixed working hours, offering a combination of work-from-office and work-from-home arrangements.

Key Responsibilities

• Provide customer support in Thai and English through voice calls, live chat, and email.
• Handle inbound customer inquiries and outbound calls when required.
• Assist customers with account-related queries, transactions, payments, and service-related concerns.
• Resolve customer issues efficiently while maintaining high customer satisfaction.
• Manage multiple customer interactions across different communication channels.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Escalate complex issues to relevant teams and ensure timely follow-up.
• Meet established performance standards for response times, service quality, and customer satisfaction (CSAT).
• Follow company procedures, client guidelines, and data confidentiality requirements.
• Collaborate with the team to ensure smooth daily operations.

Requirements & Tech Stack

• Fluency in Thai and English (speaking, reading, and writing) is mandatory.
• Excellent verbal and written communication skills in both languages.
• Ability to communicate confidently with Thai-speaking and English-speaking customers.
• Comfortable handling a blended support process involving calls, chats, and emails.
• Good computer proficiency, typing skills, and multitasking abilities.
• Strong problem-solving skills, attention to detail, and a customer-focused attitude.
• Ability to work independently while working remotely and collaborate effectively with the team.
• Willingness to follow the assigned fixed shift schedule and hybrid work arrangement.
• Familiarity with CRM and customer support platforms such as Intercom and Aircall is an added advantage.

Qualifications

• Previous experience in customer support or international contact centers is preferred.
• Experience supporting Thai-speaking customers is preferred.
• Experience in fintech, banking, digital payments, or financial services is an added advantage.
• Freshers with excellent Thai and English proficiency are encouraged to apply.

What We Offer

• Hybrid working arrangement combining remote work and office collaboration.
• Fixed working hours with no rotational shifts.
• Opportunity to support an international fintech client.
• Collaborative and supportive work environment.
• Professional growth and exposure to international customer service operations.