Care Manager (Subscription business)
LG · Bangkok
Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier, better life for all.
With a rich history spanning over six decades and a global presence of more than 100 subsidiaries, we operate on a truly global scale. Since our establishment in 1958, our dedication to enhancing lives worldwide through innovative products has remained unwavering. Our business domains include Home Appliance & Air Solution, Home Entertainment, Vehicle Components Solutions, and Business Solutions.
Our management philosophy, ""Jeong-do Management,"" embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom, fostering a collaborative work environment.
Join us and become a part of a company that is not just about creating solutions for a better life, because at LG, Life's Good.
Join Us!
Lead customer care operations to enhance customer satisfaction, improve service quality, and maximize contract retention. Manage field service teams to deliver exceptional customer experiences while driving sales growth, supporting accounts receivable collection, and ensuring effective contract management. Collaborate cross-functionally to resolve customer issues, improve operational performance, and achieve business objectives.
What you'll do
- Team Operation Management: Manage Care Manager schedules, territories, workload, and daily field activities.
- Direct Sales Management: Drive product, consumables, upgrade, and service sales through field-based customer engagement.
- AR Collection Management: Monitor overdue accounts, support payment follow-up, and improve collection performance.
- Service Quality Management: Ensure standardized product care, inspection, cleaning, replacement, and customer guidance.
- Customer Satisfaction & VOC Management: Monitor customer feedback, resolve complaints, and improve service experience.
- Contract & Customer Data Management: Manage contract status, service history, customer information, and retention risk.
- Training & Coaching: Develop Care Manager capabilities in product knowledge, service, consultation, sales, and collection.
- Performance Management & Reporting: Track KPIs, analyze results, identify issues, and report improvement actions.
- Issue Resolution & Cross-functional Collaboration: Coordinate with related departments to resolve field issues and improve operations.
What you'll bring
- Bachelor’s degree in Business Administration, Marketing, Service Management, Engineering, or a related field is preferred.
- Minimum 5–10 years of experience in field service, customer care, sales operations, rental/subscription business, or team management is preferred.
- Experience in managing field staff, including schedule management, territory assignment, workload monitoring, and performance coaching.
- Strong understanding of customer service operations, VOC handling, complaint resolution, and customer satisfaction improvement.
- Ability to drive direct sales performance through customer needs analysis, sales coaching, product recommendation, and performance monitoring.
- Basic understanding of accounts receivable management, overdue payment follow-up, collection process, and payment guidance.
- Ability to manage key performance indicators such as visit completion rate, service quality, customer satisfaction, sales performance, AR collection rate, and contract retention.
- Fluent English communication is mandatory, both written and spoken.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, gender, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any characteristic protected by applicable federal, state, or local law.