Customer Experience Executive Retention Focus

CÔNG TY TNHH EZYREMIT WORLDWIDE

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 06/07/2026

Chi tiết công việc
Giới thiệu công ty

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Mô tả công việc

We are seeking a proactive and customer-focused Customer Experience Executive (Retention Focus) to support customer activation, retention, and service recovery initiatives. This role plays a key part in improving customer engagement, reducing churn, and delivering actionable insights to enhance the overall customer experience. The ideal candidate is detail-oriented, analytical, communicative, and eager to grow within an international working environment.

Customer Verification & Activation
- Conduct outbound calls to support customers in completing required verification steps.
- Provide clear guidance to ensure a smooth onboarding experience.
- Monitor follow-up activities and contribute to improving activation rates.
Retention & Re-engagement
- Perform structured outreach to at-risk, inactive, and churned customers to encourage service reactivation.
- Identify customer pain points and provide appropriate solutions to restore engagement.
- Accurately document customer feedback and churn reasons.
Customer Insights & Reporting
- Support analysis of transaction and engagement data to identify trends and risk indicators.
- Assist in compiling Voice of Customer (VoC) reports with actionable recommendations.
- Maintain accurate records of customer interactions in internal systems.
Service Recovery & Case Management
- Conduct follow-up calls for dissatisfied (DSAT) cases to rebuild trust.
- Monitor assigned cases and coordinate with internal teams to ensure timely resolution.
- Ensure end-to-end follow-up until customer satisfaction is achieved.

Yêu cầu

Minimum 6 months of experience in Customer Service/Experience/Loyalty, Telesales, Key Account, or related roles.
Strong communication and persuasion skills; confident in outbound engagement.
Good analytical thinking and ability to interpret performance data.
Good English communication skills (required).
Proficiency in Microsoft Excel for reporting and data analysis.
Strong problem-solving skills and a sense of ownership.
Experience in fintech, remittance, banking, or financial services is an advantage.

Quyền lợi

Total income up to 17,000,000 (Gross salary from 10,000,000 to 13,000,000 VND per month (based on experience and qualifications) + Performance incentives based on KPI achievement)
13th-month salary in accordance with company policy
Annual performance and salary review
Full statutory insurance coverage (Social, Health, and Unemployment Insurance) based on 100% of gross salary
Overtime compensation in accordance with the Vietnamese Labor Law
Participation in internal engagement activities, including birthday celebrations, monthly happy hours, and team-building events
Professional training and development opportunities with local and international experts
International working environment (Australia-Vietnam collaboration), supportive, friendly, and growth-oriented.

Thông tin chung

Ngày hết hạn: [protected info]
Thu nhập: 10,000,000 - 13,000,000 VND + thưởng hiệu suất

Nơi làm việc

Lầu 7, tòa nhà Minh Anh, 56 Nguyễn Đình Chiểu, Đa Kao, quận 1, HCM

Giới thiệu công ty Xem trang công ty

EzyRemit Worldwide is a leading Fintech company in international payment services, headquartered in Sydney, Australia, licensed and authorized by the AUSTRAC government agency. EzyRemit is expanding to hundreds of countries over the world. EzyRemit is now looking for a Marketing Executive to join the team and develop EzyRemit's strategic marketing field in many potential international markets in the future. At EzyRemit, you will work in a dynamic and global environment, with many opportunities...

Quy mô công ty

Từ 26 - 100 nhân viên

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