Job Overview
The primary objective of the Customer Success role is to manage, build strong relationships, and deliver maximum satisfaction to customers throughout their end-to-end journey. This role focuses on turning new clients into loyal, long-term brand advocates while serving as a strategic bridge between customers and the organization to continuously improve products and services.
Hiring company: GHG — G.A.D. International (Thailand) Co., Ltd., the group behind Gadhouse, GAD Retail and DTNC.
Responsibilities
Strategy & Loyalty: Develop and execute strategies to enhance customer satisfaction and brand loyalty.
CRM Management: Define and implement comprehensive Customer Relationship Management strategies.
Data Analysis & Planning: Gather and analyze customer data to understand behavior patterns and plan future service offerings.
Issue Resolution: Resolve customer issues and conflicts, including managing compensation for damaged products or resolving service disruptions.
Customer Engagement: Build and maintain strong relationships by following up with customers, recommending promotions, and providing updates on new products or services.
Omnichannel Complaint Management: Promptly and effectively handle customer complaints across multiple communication channels (Phone, Email, Live Chat, and Social Media).
Process Optimization: Design and optimize workflows to increase the efficiency of customer relationship management.
Performance Tracking: Monitor and measure the success of marketing campaigns and CRM activities.
Feedback & CSAT Surveys: Conduct customer satisfaction surveys and gather user feedback to drive product and service improvements.
Reporting & Insights: Prepare performance reports, present strategic recommendations, and provide actionable feedback to internal teams.
Team Coordination & Supervision: Coordinate across cross-functional teams and oversee the daily operations of the Admin Online team.
Inquiry Management: Handle customer inquiries regarding products or services, including usage details, pricing structures, and company policies.
Product Consultation: Offer expert guidance and consultation to ensure customers achieve maximum value and efficiency from the products or services.
LIFE AT GHG - ARI, BANGKOK.
Music-filled office
A Bangkok home base with records always spinning.
Crew discounts
Friends-and-family pricing across every house in the group.
Hybrid, worldwide
BKK home base, work from anywhere — hours that fit real life.
Health coverage
Group health insurance for you and yours.
Learning budget
Courses, conferences and crates of inspiration.
Scene access
Record fairs, listening parties and gigs — you're on the list.