Customer Service and Experience Executive/ Chuyên Viên Dịch Vụ và Trải Nghiệm Khách Hàng

POSITION PURPOSE (Please provide primary functions of this position)
Delivering exceptional customer service experiences in Vietnam's luxury and multi-channel retail market, measured by service quality, operational efficiency, and CSAT and NPS metrics, with the core goal of creating a seamless shopping experience for customers across all channels.
SCOPE OF WORK / RESPONSIBLITIES
• Execute exceptional customer experience strategies to enhance customer satisfaction, service quality, and operational efficiency.
• Identify target customer profiles, design intentional customer experience journeys, and conduct training for the sales team and related departments.
• Monitor all touchpoints in the customer journey, working closely with relevant departments to implement plans and address issues.
• Handle customer complaints and feedback professionally.
• Collect and analyze customer feedback to develop strategies for overall experience improvement, increasing customer engagement and loyalty to the brand and company.
• Regularly monitor KPIs and customer service metrics.
*BENEFIT:
- Phone allowance: 300,000 VND/month; transportation allowance: Grab
- Package 1 year: 12 months of salary (13th month salary is fixed + performance bonus based on business performance - 1 to 2 months of base salary)
- Performance review: 1 time/year
- Social insurance: 100% of salary, PTI health insurance for employee
- Annual leave: 12 days according to labor law + 1.5 days Christmas + 1 birthday day (with full salary)
- 30-50% discount: on group products
- Gifts: for holidays, birthdays, 1/6, Mid-Autumn Festival, gifts for children in cash
- Periodic health check-ups: for employees