Customer Experience Specialist / 6 Months EXP

Coordinate with relevant departments and partners to quickly resolve difficulties that arise during the customer support process.
Keep accurate records of issues, requests, and feedback from customers for tracking and improvement.
Escalate critical issues to management when necessary and ensure resolution.
Work closely with other departments when customers are experiencing product- related problems (feedback, requests, escalations, etc.).
Conduct regular follow- ups with customers to ensure their issues are resolved and expectations are met.
Participate in process improvement projects to enhance workflow and reduce customer pain points.
Handle customer complaints and provide appropriate solutions and alternatives within defined time limits via email in a professional manner.
Monitor customer satisfaction metrics (e.g., CSAT, NPS, CES) and prepare reports with actionable insights.
Collaborate with the Product and Quality teams to relay customer insights and drive product/service enhancements.
Propose optimal solutions to improve the team’s workflow and overall efficiency.
Create and maintain FAQs, knowledge base articles, and guideline documents to support customers and internal teams.
Analyze customer feedback and identify recurring issues, root causes, and opportunities for improvement.
Maintain a positive, empathetic, and professional attitude toward customers at all times, ensuring customer satisfaction and delivering excellent support.
Assist in mapping the customer journey to identify and optimize key touchpoints.
Contribute to training sessions for the team to improve communication, product knowledge, and problem- solving abilities.

At least 6 months- 1 year of experience in Customer Service
- Proficient with Word, Excel, Google Sheet, and web searches
- Experience in e- commerce/ retail/ start- up/ tech companies is preferred
Good English communication skills is preferred (English: 6.5 IELTS)
- Strong interpersonal communication, multitasking skills
- Stay current and propose changes to internal work processes, policies, and procedures.
- Constructive and creative thinking (in problem solving)
Professional Skills: Experience in e- commerce/ retail/ start- up/ tech companies is preferred

Benefits
- Performance review every 6 months
- Parking allowance provided
- Holiday & Tet bonuses according to company policies
- Competitive salary: 11 – 12 million VND/month
- Performance- based and company business results bonuses
Other Benefits:
- Opportunities to join company team building events and trips
- Young, dynamic, and fast- growing working environment
- Strong support for personal growth and development
- Full social insurance (as per Vietnamese law), annual leave, holiday bonuses, and other company benefits
- Full equipment provided to support your work

Cập nhật gần nhất lúc: 2025-09-24 14:50:02