Customer Service Associate (Thai Language Expert)

Description About the Role We are seeking a Thai-speaking Team Member to support a global financial services process focused on money transfer and remittance services. The role involves handling customer inquiries, transaction support, and issue resolution for Thai-speaking customers across voice, chat, and/or case-based channels. Key Responsibilities Handle inbound customer interactions (calls) in Thai and English related to money transfer transactions, account issues, and general inquirieAccurately document case details, including reason/sub-reason selection, transaction descriptions, and reference numbers, per process guidelinesInvestigate and resolve customer issues related to transaction status, delays, fees, and disputesEscalate complex or sensitive cases (e.g., fraud, compliance concerns) to the appropriate teamMeet quality, productivity, and customer satisfaction (CSAT) targetsStay current on process updates, taxonomy changes, and compliance requirementsMaintain confidentiality and data security standards for customer information Required QualificationsFluent Thai speaker with strong English communication skills (verbal)Prior experience in customer service, BPO, or financial services (preferred but not mandatory)Strong attention to detail, especially around documentation and complianceAbility to work in a fast-paced, metrics-driven environmentFlexibility to work rotational shifts, including weekends/holidays if requiredPreferred Qualifications Experience in remittance, banking, or money transfer servicesBachelor's degree or equivalent experience.Key MetricsAverage Handle Time (AHT)Customer Satisfaction (CSAT)Quality/Compliance AdherenceCase Documentation AccuracyPerks & Benefits Cab FacilitySalary range- NegotiableMedical InsuranceLife Insurance About Company: TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production. Equal Opportunity Employer Statement At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity. .