Manager, Head of CS Customer Care

Lead and manage Samsung Thailand’s Customer Care organization, overseeing contact center operations, Voice of Customer (VOC), digital customer engagement, and customer experience improvement. Drive customer-centric strategy, continuous improvement, and service innovation while strengthening brand experience across all contact center touchpoints. Manage BPO partners, oversee complaint handling and executive escalations, use VOC analytics to identify risks and opportunities, and lead digital transformation initiatives such as AI-powered support, chatbots, and self-service.