Customer Service Specialist (Compliance)

About the Role Based in Bangkok, Thailand, the Customer Service Specialist (Compliance) will help protect customers and the company by ensuring all interactions with the public and with government agencies comply with the law. You will investigate complaints from regulators such as the Office of the Consumer Protection Board (OCPB), gather facts, coordinate with internal teams, and prepare official response letters. This role sits at the intersection of customer service, legal, and compliance and reports to the Customer Service Manager within THAITICKETMAJOR. What You'll Do

• Receive and review complaints from government agencies such as the OCPB, Department of Internal Trade, the police, and local authorities.
• Analyze case data from ticketing systems, work reports, payment evidence, and information from other departments.
• Coordinate with internal departments and event organizers to obtain additional information or verify facts (e.g., event teams, Operations, Customer Service, Finance, IT, Sales & Marketing).
• Prepare official response letters and clarifications that are accurate, clear, and submitted within required deadlines.
• Track progress of each case through resolution and maintain well-organised records.
• Propose preventive measures to avoid recurrence and escalate issues to the relevant parties.
• Prepare monthly and quarterly complaint summary reports for management.
• Manage communication with government agencies in a polite, accurate, and formal manner.
• Protect customer data and sensitive documents in line with the law and company policy.
• Adhere to quality management, safety and environment policies. What We're Looking For
• Education: Bachelor's degree; a degree in Law is an advantage.
• Experience: 1–2 years in complaints handling, official documentation, legal work, or customer service; experience with the OCPB or other government agencies is a plus.
• Technical skills: Ability to write official government letters and clarifications; strong data analysis and the ability to summarize issues clearly; proficient with CRM and ticketing systems; comfortable with Excel and Word; good understanding of complaint processes and consumer protection requirements.
• Behavioral: Detail-oriented, professional, deadline-driven, able to coordinate across multiple teams, analytic thinker, able to handle pressure and adapt to changing needs. Nice to Have
• Experience working with the OCPB or other government agencies.
• Law degree or legal background.