What Jobs are available for Help Desk Agent in Thailand?

ลักษณะงานโดยย่อ

มีหน้าที่เป็นจุดแรกในการรับเรื่องและแก้ไขปัญหาจากผู้ใช้งาน โดยจะวิเคราะห์ปัญหาเบื้องต้น

โดยจะวิเคราะห์ปัญหาเบื้องต้น แก้ไขปัญหาที่สามารถดำเนินการได้ทันที และประสานงานกับทีมเทคนิคเพื่อแก้ไขปัญหาที่ซับซ้อน

แก้ไขปัญหาที่สามารถดำเนินการได้ทันที และประสานงานกับทีมเทคนิคเพื่อแก้ไขปัญหาที่ซับซ้อน

หน้าที่งาน

1. ตรวจสอบและวิเคราะห์ข้อมูลเบื้องต้นจากผู้ใช้งานเพื่อระบุสาเหตุของปัญหา
2. ให้คำแนะนำหรือดำเนินการแก้ไขปัญหาที่สามารถจัดการได้ทันที
3. ตรวจสอบและวิเคราะห์ข้อมูลเบื้องต้นจากผู้ใช้งานเพื่อระบุสาเหตุของปัญหา
4. ตรวจสอบความพึงพอใจของผู้ใช้งานหลังการแก้ไข
5. จัดทำรายงานสรุปจำนวนเคส ปัญหาที่พบเจอ และประเมินประสิทธิภาพการให้บริการโดยสม่ำเสมอ

POSITION SUMMARY

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Additional Information
Job Number

Job Category
Rooms & Guest Services Operations

Location
The St. Regis Bangkok, 159 Rajadamri Road, Bangkok, Bangkok, Thailand, 10330VIEW ON MAP

Schedule
Full Time

Located Remotely?
N

Position Type
Non-Management

Position Summary
Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices. Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension. Receive, record, and relay messages accurately. Log all guest requests or issues into computer, contact appropriate individual or department (e.g., Bellperson, Housekeeping), and follow up with guest to ensure their request has been resolved to their satisfaction. Provide information to guests about room features, property amenities, and local areas of interest. May process room service orders, answer questions on menu selection and record transactions in point-of-sale system. Assist guests with accessing internet and guestroom entertainment.

Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and support team to reach common goals. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Preferred Qualifications
Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International.
Be
where you can do your best work,
begin
your purpose,
belong
to an amazing global team, and
become
the best version of you.

Do you thrive in fast-paced environments where you can lead teams, solve problems, and drive continuous improvement through data insights? If so, we want you on our team

Invenco by GVR is a global leader in integrated payment, point-of-sale, and forecourt automation solutions tailored for the convenience retail industry.

What You Will Do
As a Service Desk Supervisor & Data Analyst, you'll lead a high-performing support team while ensuring exceptional service delivery across our 24/7 helpdesk operations. You'll also harness data to identify trends, improve performance, and elevate the customer experience. This is a hybrid role that blends leadership, service management, and analytical insight.

To break it down, your responsibilities will include:

• Leading and mentoring the service desk team to deliver high-quality support aligned with SLAs and KPIs.
• Managing the full lifecycle of incidents and service requests—from logging to resolution.
• Monitoring ticket queues, response times, and resolution metrics to ensure operational excellence.
• Driving continuous improvement initiatives based on service trends and user feedback.
• Generating and analyzing reports to identify performance gaps and opportunities.
• Communicating updates on major incidents, outages, and project rollouts.
• Maintaining and enhancing the internal knowledge base and documentation.
• Administering and optimizing the service desk platform and tools.
• Collaborating with field engineers and off-site helpdesk teams to ensure seamless support coverage

About You
At Invenco by GVR, we believe in YOU—your leadership, your analytical mindset, and your ability to make a real impact. We give you the opportunity, accountability, and visibility to thrive.

To be successful in this role, YOU will bring:

• A bachelor's degree in IT, Computer Science, or a related field (preferred).
• 5+ years of experience in IT service desk or technical support roles.
• 2+ years in a leadership or supervisory role within a service desk environment.
• Strong knowledge of ITIL framework and service management best practices.
• Experience with service desk platforms, ticketing systems, and CRM tools.
• Familiarity with BI tools and the ability to generate and interpret reports.
• Excellent communication and stakeholder management skills.
• Proven ability to coach, mentor, and develop support teams.
• Strong analytical and problem-solving skills.
• Experience in knowledge management and promoting self-service solutions.
• ITIL Foundation certification (highly desirable).

WHO IS INVENCO By GVR
Invenco by GVR is a dynamic and innovative force in the technology-driven retail solutions. Born from integrating groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise. With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence. Our team members are located in over 20 countries and we are proud of the global diversity of our teams.

Who Is Vontier
Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company's website at

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.
Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let's enable the way the world moves

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Guest Service Agent greets and registers guests, providing prompt and courteous service. He / she checks guests in and out, resolving guest challenges throughout their stay in our hotel. This role upgrades guests as required and promotes the hotel's services.

What will I be doing?

As the Guest Service Agent, you will be responsible for performing the following tasks to the highest standards:

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.

• Make appropriate selection of rooms based on guests' needs, code electronic keys, confirms the room number and rates with a written confirmation.

• Promote and administer Hilton marketing programs such as Hilton Honors for arriving guests, ensuring guests know the location of rooms containing room keys, tokens of our appreciation, gifts, etc., to guests.

• Ensure rooms and services are correctly accounted for within guests' statements, properly stating services provided by the hotel.

• Assist guests with check-out payments or charges, accepting and recording vouchers, credits, traveller's checks and other forms of payment, converting foreign currency at current posted rates.

• Greet customers immediately with a friendly and sincere welcome with a positive and clear speaking voice, listen and understand requests, respond with appropriate actions and provide accurate information such on outlet hours, special VIP programs, events, etc.

• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for their decisions and actions.

• Promptly answer the telephone and email inquiries, inputting messages into the computer and advising other team members of special guests' needs.

• Retrieve messages and communicate the content to guests, retrieving mail, packages and facsimiles or other special items for customers as requested.

• Record guests' complaints, conducting thorough research to develop the most effective solution and negotiate results.

• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, quality of dishes etc.

• Remain calm and alert especially during emergency situations and heavy hotel activity.

• Plan and implement detailed steps by using experienced judgment and discretion.

• Take on an active role in the team by being kind, cooperative, and helpful and never forgetting the person behind the guest.

• Actively take part in training where and when required, attending formal training sessions and on the job trainings to ensure standards and develop skills and abilities.

• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.

• Take on an active role in the Executive Floor team, ensuring effective communication and working as a team in order to reach goals and targets.

• Create a warm and welcoming arrival for guests, ensuring that they feel expected and immediately "at-home" when they arrive.

• Check-in guests in accordance with their reservation details, ensuring that the registration cards are completed, reservation information confirmed, Hilton Honours and Frequent Flyer numbers enquired about, and method of payment is secured.

• Handle complaints promptly and efficiently, taking the necessary action, and informing the Duty Manager or Guest Relations Manager to follow-up where appropriate.

• Follow-up with all guests to ensure satisfaction with problem resolution.

• Maintain awareness of guests' profile and specific preferences, ensuring that they are acted upon for each reservation.

• Ensure that VIP guests are treated personally and recognized as an individual.

• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.

• Promote Hilton Honours and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honours members receive personal and professional service that recognizes them as important guests and that their benefits are received.

• Ensure a prompt and efficient departure, by settling guests' accounts as per billing and reservation instructions, ensuring that all guests' folios are correct.

• Input information into Fidelio regarding guests, ensuring accuracy and that all details are completed, and the information can be clearly understood by other team members.

• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.

• Knowledgeable of the hotel's facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.

• Up to date with information on facilities, attractions, and places of interests, sights and activities in and around the hotel.

• Effectively communicate, coordinate and cooperate with Housekeeping, F&B, Engineering and IT.

• Report problems with hotel systems, hardware or facilities to the appropriate parties and follow-up to ensure that corrective action has been taken.

• Ensure that the Guest Service Manager is kept aware and up to date with operational issues.

• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.

• Attend daily briefings, shift handovers, meetings and read the logbook on a daily basis.

• Ensure that the day-to-day functions of the front desk are completed, including but not limited to checklists, trace reports, credit limit checks, and online back-ups.

• Check registration cards, meetings and functions information, billing instructions, and reservation backup to ensure that all information received is acted upon accordingly.

• Ensure that the front desk stock is managed and not wasted, maintaining costs where able.

• Keep up to date and aware of competitor activities in order to be well informed.

• Adhere to the hotel selling strategy of Demand Based Pricing and maintain rate integrity by offering clear, transparent, and value for money rates to guests.

• Comply with Health & Safety, Emergency Management, the Disaster manual, Fire procedures and regulations, taking part in the fire team when and where directed.

• Adhere strictly to standard cash handling procedures, ensuring to balance float and drop the required amount, managing cash, credit card transactions, city ledgers, vouchers and all other forms of payment correctly.

• Adhere to the company's credit policy at all times when handling cash, credit card transactions, city ledgers, providing currency exchange services, LPO and third party payments for rooms, meetings, F&B and any other charges that may be incurred by guests.

• Provide safety deposit boxes to guests, ensuring that guests' valuables are safe and secure at all times.

• Follow-up on outstanding accounts to ensure no loss of revenue and secure method of payment for upcoming reservations.

• Maintain the efficiency of departure by checking all guests' folios to ensure accuracy of charges.

• Upsell rooms to higher room and rate categories, ensuring maximum revenue generation from each guest.

• Maintain awareness of sales opportunities within the hotel, maximizing revenue in an ethical and responsible manner, adhering to Hilton brand standards and ensuring that guests receive value for money.

• Attempt to communicate with guests in guests' native language, if applicable.

• Carry out any other reasonable duties and responsibilities as assigned.

• The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

What are we looking for?

A Guest Service Agent serving Hilton Brands is always working on behalf of our Guests and working with other Team members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Able to perform moderately complex mathematical calculations without error.

• Able to read, listen and communicate effectively in English, both verbally and in writing to meet business needs.

• Able to access and accurately input information using a moderately complex computer system.

• Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.

• Good interpersonal skills to provide overall guest satisfaction.

• Able to work under pressure and deal with stressful situations during busy periods.

• 1 or 2 years of related working experience preferred.

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team members are at the heart of it all

Taxsee Thailand Co. Ltd. is one of the leading players in the fast-growing online services industry. Our mission is to provide our customers with convenient, reliable and safe transportation solutions. Through our innovative technology and commitment to excellence, we are changing the way people travel throughout Thailand.

You're an ideal candidate if:

• you have a strong command of the English language.
• you are a result-oriented team player with highly developed communication and problem-solving skills.
• you are tech-savvy and know how to operate using MS Office and Google Workstation.

Responsibilities:

• Providing a high quality customer support efficiently and in a short time by maintaining communication with our users and taking care of their inquiries, gathering feedback to improve service quality, and handle complaints through various channels like chat and outbound/outgoing calls.
• Provide daily consultations to service drivers on the online registration and licensing process, mobile app functionality, terms of cooperation with the brand, vehicle branding terms, and other work issues.
• Constantly monitor the system for violations of service rules and promptly report such cases to the responsible team in order to minimize the likelihood of similar problems occurring in the future and protect the interests of our customers and drivers.

Working conditions & benefits:

• Online training course for beginners.
• Stable remuneration (on hands) / month + salary increase on a permanent basis, which depends on your personal performance.
• On-site work from a well equipped office (5-day working week, 9.00am-6.00pm).
• Easily accessible CRM and educational software, tech helpdesk, IP telephony, high-end work messenger and informative in-company news blog.
• Support for all corporate/business processes (legal support & GR, accounting & finances, offline and digital marketing, customer support, IT & technical support, workplace maintenance, corporate risk & fraud, accounting, HR & recruitment, etc.).
• Possible career advancement: based on the results of your work, the company will be happy to identify areas for your growth, expand your functionality or offer a new position in another region of Thailand.

Responsibilities:

• Respond promptly and professionally to customer inquiries and requests via phone, email, and online channels
• Assist customers with questions about products/services, technical issues, and account inquiries
• Record all customer interactions and maintain accurate documentation in our CRM system
• Create and update knowledge base documents such as FAQs, troubleshooting guides, and standard responses
• Prepare reports and documentation of customer communications for future reference
• Collaborate with other departments to effectively resolve complex customer issues in a timely manner
• Proactively identify opportunities to improve processes and enhance customer satisfaction

Requirements:

• Previous experience in customer service or a related field is a plus
• Strong communication skills, both verbal and written
• Problem-solving abilities and a focus on customer satisfaction
• Proficiency in using CRM systems and other customer support tools
• Ability to multitask and work efficiently in a fast-paced environment
• Attention to detail and commitment to maintaining high-quality standards
• Flexibility to work evenings and weekends if required
• Fluent in Thai and English