Junior Customer Service Specialist

At Swarovski, you don’t just join a brand - you help reinvent one of the most iconic names in fashion and design. Here, bold ideas matter, creativity drives change, collaboration is valued, and your work shapes how the world experiences brilliance. If you’re ready to push boundaries, grow your skills, and leave your mark where innovation meets timeless elegance, we’re ready for you.

Our Global Business Services offices based in Poland, Costa Rica and Malaysia, are vibrant workplaces where your expertise makes a global impact. You’ll collaborate across borders, deliver high-quality services, and help shape a people-centered organization.

We’re looking for a Junior Customer Service Specialist (Thai Speaker) to deliver high-quality customer support through phone, email, and chat channels, ensuring a seamless customer experience. You will handle customer inquiries and complaints, provide product and promotional information, support online order-related requests such as cancellations, refunds, and exchanges, and ensure timely resolution of issues.

About the job

Your responsibilities include, but are not limited to:

• Deliver high quality and consistent service to ensure customer satisfaction via phone, e-mail, or chat.
• Typical workload consists in handling incoming contacts and following up on existing ones, for an average of 40 daily cases.
• Resolve queries and complaints by understanding the customer’s needs, identifying the cause, selecting, and explaining the best solution, escalating, correcting or adjusting as needed and following up to ensure full resolution.
• Advise customers on product information like size, color, stock availability and care, as well as available promotions.
• Assist with all requests related to online orders: placement, cancellation, refunds, and exchanges, etc.
• Follow communication procedures, guidelines and policies using available templates and articles where necessary and appropriate.
• Maintaining sensitive information in compliance with local and regional law (e.g., General Data Protection Regulation (GDPR)).
• Contributing to the internal knowledge database.

About you

We are looking for a unique and amazing talent, who brings along the following:

• Minimum 1 year of work experience in a customer-facing role, ideally in a multinational contact center doing inbound and outbound customer service.
• Experience in handling multiple communication channels at the same time (e-mail/chat OR phones/e-mail).
• Comfortable using multiple tools while assisting customers, such as: Outlook, Microsoft Teams platform, Word, basic knowledge of excel or similar systems. Experience with SAP is welcome but not mandatory.
• Knowledge of eCommerce business preferred.
• Fast learner and understanding of systems and processes.
• Ability to handle complaints and conflicts skills to deliver solutions which might not be preferred by the customer.
• Fluent in English and Thai (native or near native proficiency).

What we offer

You can expect a range of benefits, including:

• Learning and career development programs to help you grow
• A global employee assistance program offering support in the areas of mental, physical, and emotional health, managerial support as well as financial and legal matters
• Hybrid and flexible work options to support your work-life balance
• Paid volunteering leave to support causes that matter to you
• Exclusive employee discounts on Swarovski products

About Swarovski

Swarovski creates crystal-based products of unique quality and craftsmanship that bring joy and celebrate individuality. Founded in Austria in 1895, we design, manufacture, and sell the world’s finest crystals, gemstones, Swarovski Created Diamonds, zirconia, jewelry, accessories, and home décor.

Sustainability and responsibility are at the heart of our brand, from circular innovation to diversity, inclusion, and the philanthropic work of the Swarovski Foundation. We empower people to express their individuality with confidence and respect, and we believe that different perspectives make us stronger.

Swarovski is an equal opportunity employer. We are committed to fair, inclusive recruitment and to building a workplace where everyone feels they truly belong.

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