Head of Customer Service - Medical Assistant

Our client is seeking Head of Customer Service - Medical Assistance to join their team. If you have solid experience in customer service and medical assistance case handling, don’t miss this exciting career opportunity! Expat is welcome with relocation allowance.

Head of Customer Service – Medical Assistance

Salary: 100,000-150,000 THB

Location: Bangkok

Keywords: customer service, medical assistance, multicultural team, case management, operational excellence, quality standards, staff optimisation, service quality, leadership, healthcare

An exceptional opportunity awaits for an experienced and compassionate professional to step into the role of Head of Customer Service – Medical Assistance, based in vibrant Bangkok. This position is ideal for someone who flourishes in a multicultural, customer-focused environment and is passionate about making a meaningful impact on people’s lives every day. You will be entrusted with leading a diverse team of 70 individuals, ensuring seamless operations across shifts while upholding the highest standards of care and support. The organisation offers a competitive salary package ranging from 100,000 to 150,000 THB per month, reflecting their commitment to attracting top talent. If you are seeking a role where your leadership skills, empathy, and operational expertise can truly shine—while enjoying flexible working opportunities and ongoing training—this could be your next career-defining move.

• Take charge of a large, multicultural team in a supportive environment that values collaboration, empathy, and shared success; your ability to nurture and guide others will be at the heart of this role.
• Enjoy a highly competitive salary package (100,000-150,000 THB) along with flexible working opportunities and access to continuous training designed to help you grow both personally and professionally.
• Be part of an organisation that places genuine emphasis on service quality, staff wellbeing, and delivering outstanding support to customers in need—making every day rewarding and impactful.

What you'll do:

As Head of Customer Service – Medical Assistance, you will play a pivotal role in shaping the experience of both customers and colleagues alike. Your days will be filled with opportunities to connect with people from diverse backgrounds while guiding your team through the complexities of medical assistance cases. You will focus on optimising operational processes so that every customer interaction is handled with care, efficiency, and sensitivity. By monitoring performance metrics closely and providing hands-on support during challenging cases, you will ensure that the highest standards are consistently met. Your leadership will foster an environment where everyone feels valued and motivated to contribute their best efforts. Through collaboration with cross-functional teams and leveraging advanced systems for case management, you will drive continuous improvement across all aspects of service delivery. This is a chance to make a tangible difference in people’s lives while advancing your own career in an inclusive workplace that celebrates teamwork and personal growth.

• Oversee the daily operations of a 70-person customer service team within a multicultural setting, ensuring all members feel supported and empowered to deliver their best work.
• Manage shift schedules and manpower allocation to guarantee optimal coverage and efficient handling of cases around the clock.
• Optimise staffing levels by analysing workflow patterns and implementing strategies that enhance productivity while maintaining high-quality service standards.
• Supervise case management processes from initial contact through resolution, ensuring each case receives thorough attention and empathetic support.
• Monitor key performance indicators related to operational efficiency, productivity, and service quality, using data-driven insights to inform improvements.
• Provide expert guidance and decision support for complex or high-profile assistance cases that may involve multiple languages or sensitive medical situations.
• Collaborate closely with other departments such as claims, medical teams, or travel coordinators to ensure seamless service delivery for clients.
• Champion the use of CRM systems and technology platforms to streamline workflows, improve communication, and maintain accurate records for compliance purposes.
• Foster an inclusive team culture that encourages open communication, mutual respect, and ongoing professional development among all staff members.
• Lead regular training sessions and feedback meetings to promote continuous learning and uphold best practices in customer care.

What you bring:

To excel as Head of Customer Service – Medical Assistance, you will bring not only technical expertise but also a deep sense of empathy for those facing difficult circumstances. Your previous roles have equipped you with the ability to manage large teams from varied cultural backgrounds while maintaining harmony and shared purpose. You understand the nuances involved in handling sensitive medical cases or urgent travel issues—always responding with patience and understanding. Your familiarity with digital tools enables you to streamline operations efficiently while keeping detailed records for compliance purposes. Above all else, your interpersonal skills set you apart: you know how to listen actively, communicate clearly across languages or cultures, and inspire trust among colleagues as well as clients. Your dedication to continuous learning ensures that both you—and those around you—are always growing together.

• Demonstrated experience managing or coaching large multicultural teams within customer service or related environments where empathy and collaboration are essential.
• Extensive background in customer service or case management within assistance services, insurance claims processing, healthcare provision, travel coordination or similar sectors.
• Exceptional organisational abilities paired with strong multitasking skills; you excel at balancing competing priorities without compromising on quality or compassion.
• Proficiency in utilising CRM platforms or case management systems alongside Microsoft Office applications for effective workflow management.
• Outstanding verbal and written communication skills in English; additional regional language proficiency would be considered an asset for supporting diverse clientele.
• A proven track record of fostering inclusive team cultures where every member feels respected, supported, and encouraged to develop professionally.
• Experience navigating complex or sensitive cases involving medical emergencies or multilingual requirements with tactful problem-solving abilities.
• A collaborative approach to working with cross-functional teams such as claims handlers or medical professionals to ensure holistic client support.
• Commitment to upholding rigorous quality standards while identifying opportunities for process improvement through data analysis or feedback mechanisms.

What's next:

If you are ready to take your career further by leading a compassionate team dedicated to helping others when it matters most—this is your moment!

Apply today by clicking on the link provided; we look forward to discovering how your unique talents can help shape the future of customer service excellence.

Due to the high volume of applications, our team will only be in touch if your application is shortlisted.

Robert Walters Recruitment (Thailand) Limited
Recruitment License No.: น. 1188 / 2551