Customer Experience Executive - 12-15M

Customer Inquiries & Platform Communication
Monitor and respond to all incoming inquiries across Instagram DMs, Facebook Messenger, Zalo,Tik Tok shop email, and phone
Reply promptly, professionally, and warmly in both Vietnamese and English
Answer questions about ĀRCA's services, treatments, bookings, pricing, and membership options
Escalate complex or unresolved issues to the Manager when needed
Maintain consistent response quality and tone aligned with ĀRCA's premium brand voice
Ensure no inquiry is left unanswered or delayed beyond agreed response-time standards
Booking & Appointment Coordination for Wellness Center
Process booking requests and confirmations across channels
Coordinate appointment scheduling with the wellness center team
Send booking confirmations, reminders, and pre-visit information to guests
Handle rescheduling and cancellations with professionalism and care
After-Service Follow-Up
Follow up with guests after their visit or purchase to check satisfaction and gather feedback
Collect and log customer feedback in the designated tracker
Flag recurring complaints or service issues to the Manager
Support retention efforts by maintaining warm, consistent communication with returning guests
Customer Records & Reporting
Maintain an accurate inquiry and follow-up log
Track booking status, inquiry sources, and response times
Prepare a simple weekly customer communication summary for the team
Keep customer contact information organized and up to date
On-Site Guest Support (when required)
Welcome guests on arrival and assist with check-in
Ensure the reception and guest-facing areas are clean, organized, and guest-ready
Support smooth service handover between front-of-house and treatment team