Customer Experience Executive (Retention Focus)

Position Summary
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.
Key Responsibilities
Customer Verification & Activation

Conduct outbound calls to support customers in completing required verification steps.
Monitor follow- up activities and contribute to improving activation rates.
Provide clear guidance to ensure a smooth onboarding experience.

Retention & Re- engagement

Identify customer pain points and provide appropriate solutions to restore engagement.
Perform structured outreach to at- risk, inactive, and churned customers to encourage service reactivation.
Accurately document customer feedback and churn reasons.

Customer Insights & Reporting

Maintain accurate records of customer interactions in internal systems.
Assist in compiling Voice of Customer (VoC) reports with actionable recommendations.
Support analysis of transaction and engagement data to identify trends and risk indicators.

Service Recovery & Case Management

Monitor assigned cases and coordinate with internal teams to ensure timely resolution.
Ensure end- to- end follow- up until customer satisfaction is achieved.
Conduct follow- up calls for dissatisfied (DSAT) cases to rebuild trust.

Requirements

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

Benefits:

Annual performance and salary review
Full statutory insurance coverage (Social, Health, and Unemployment Insurance) based on 100% of gross salary
13th- month salary in accordance with company policy
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)
Professional training and development opportunities with local and international experts
Participation in internal engagement activities, including birthday celebrations, monthly happy hours, and team- building events
Overtime compensation in accordance with the Vietnamese Labor Law
International working environment (Australia–Vietnam collaboration), supportive, friendly, and growth- oriented.

vacation and leaves, team building events, well ness, professional development, career growth, work station

Cập nhật gần nhất lúc: 2026-03-15 07:10:02