Customer Service Coordinator

Location: Thailand

Department: Sales Support & Administration

Work Mode: Hybrid

About the Role

Do you have a passion for customer service in the education technology space? McGraw Hill, a global leader in digital and print-based learning solutions for K12, higher education, professional, and medical markets, is seeking an experienced Customer Service Coordinator in Thailand. In this role within our Sales Support & Administration team, you will ensure timely and accurate fulfillment of customer inquiries and orders, driving business growth through exceptional service. Reporting to the Customer Service Supervisor, you will thrive in a multinational environment, collaborating across Asia, EMEA, and the US, while embracing our innovation culture to propose process improvements and build a continuous improvement mindset. As a key player in our customer-centric team, you will respond to inquiries via phone, email, and SFDC, provide troubleshooting for digital products, handle ecommerce queries like refunds and purchases, manage returns and claims efficiently, and run reports on pending orders. You will document interactions accurately, escalate cases as needed, re-assign SFDC updates, and forward queries to appropriate departments. Your role will also involve participating in ad hoc projects, delivering training on digital product fulfillment and billing, and listening to the voice of the customer to enhance our edtech solutions. Join McGraw Hill's dynamic, high-energy team where innovation meets education. We value performance-driven individuals who excel under pressure, work collaboratively, and contribute to our mission of shaping brighter futures through learning. If you are ready to make an impact in a fast-paced, change-oriented environment, apply today to support educators and learners worldwide with cutting-edge tools from McGraw Hill.

Key Responsibilities

• Respond to both internal and external customer inquiries via phone, emails, and SFDC
• Document call contacts and details completely and accurately following established processes
• Provide troubleshooting support on digital products and escalate cases if necessary
• Handle ecommerce related queries e.g., refunds, purchases as needed
• Run reports on pending orders to review and organize data for approval
• Check SFDC cases for new updates and re-assign to relevant teams for follow-up
• Handle all returns/claims in a quick and efficient way
• Forward customer enquiries to the appropriate department when necessary
• Perform other duties as required and requested
• Participate actively and assist with any ad hoc project work

Required Qualifications

• Experience in Customer Service preferably in a contact center handling customer support queries
• Responsible for all customer inquiries and orders
• Follow up on customer inquiries by taking specific actions in a timely manner
• Provide technical support and troubleshoot software and system related inquiries
• Present training to new users on fulfilling and billing of digital products
• Thrives as a team player in a fast-paced, high-energy, change-oriented environment
• Performance-driven with ability to work well under pressure

Preferred Qualifications

• Experience in education technology or publishing industry
• Familiarity with SFDC (Salesforce) and ecommerce platforms
• Background in handling digital product support for K12 or higher education markets
• Proven track record in process improvement and proposing solutions
• Multinational experience communicating across Asia, EMEA, and US regions

Required Skills

• Exceptional customer service and communication skills
• Proficiency in SFDC (Salesforce) and CRM systems
• Technical troubleshooting for digital learning products
• Ecommerce query resolution including refunds and purchases
• Data reporting and analysis for order management
• Process improvement and solution proposal mindset
• Multilingual capabilities for cross-regional communication
• Ability to handle high-pressure, fast-paced environments
• Team collaboration and training delivery skills
• Attention to detail in documentation and case management
• Problem-solving for returns, claims, and escalations
• Adaptability to change in an innovative edtech culture
• Active listening to capture voice of the customer
• Organizational skills for ad hoc projects

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health and wellness benefits package
• Professional development opportunities with training in edtech innovations
• Flexible working arrangements in a hybrid model
• Generous paid time off and holiday schedule
• Employee stock purchase plan and retirement savings
• Access to McGraw Hill learning resources and digital tools
• Collaborative culture with global team-building events

McGraw Hill is an Equal Opportunity Employer.