Job Description 

The Customer Care Supervisor is part of the Operations team at ICS Thailand, where we make the high-quality, unforgettable experiences for our clients. The Customer Care supervisor prepares pre-trip documentation, handles communication with customers on the ground, and reports to agents when required. We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced environment.

Reporting to:  Central Operations Manager / General Manager

Key Responsibilities:

• Handle ICS Thailand Central emergency phone (primary line) on rotating basis and coordinate emergencies with local offices (North and South)
• Solve on the ground situations for our clients with initiative within agreed process
• Handle ICS Customer Care email and communicate with agents when required  
• Arrange welcome / farewell calls for VIP customers 
• Manage call log reports on daily basis 
• Make periodic customer service reports by analyzing tour, call log and complaints & refund reports
• Manage documentation (welcome packs), welcome gifts and welcome calls for high end customers 
• Supports Central Operations Manager in preparing budget & payment vouchers for guides 

This role profile is not exhaustive; it will be subject to periodic review and may be amended from time to time to meet the needs of the business and changing landscape in sustainability practices.

What we’re looking for:

• Bachelor degree, preferably in Tourism or Business
• At least 5 years’ work experience in Operations in Thailand
• Fluent in English, a second language an advantage
• Proven excellence in a cross-cultural work environment
• Possess excellent time management and multi-tasking skills
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other stakeholders
• Positive attitude and sincere desire to lead by supporting others and open to continuous improvement
• Able to work on rotational shift including Public Holidays & weekends
• Responsible team player who can also thrive working independent.

What we offer:

• Full time, 5 days a week, results oriented position. At times, deadlines and time zones may dictate outside office hours work as part of this pivotal position
• Based at our Bangkok office  
• Negotiable salary depending on experience
• 15 holidays per year, additional days for each year of employment
• Annual discretionary bonus