Senior Customer Service Executive (Platform)

Customer Support & Communication
Provide accurate information regarding platform features, memberships, events, and merchandise.
Handle daily customer inquiries through multiple channels (email, chat, social, in- app).
Maintain a consistent and empathetic tone aligned with the artist’s and MFan’s brand voice.
Track and manage support tickets to ensure timely and satisfactory resolution.
Issue Resolution & Coordination
Identify recurring issues and propose improvements to platform workflows or FAQ systems.
Coordinate with internal teams (Tech, Logistics, Finance) to escalate and close cases efficiently.
Investigate and resolve issues related to login, payment, order fulfillment, and account access.
Fan Experience Management
Support membership verification, lucky draw, and fan event participation processes.
Contribute to community happiness by turning problem- solving into positive engagement moments.
Ensure accurate fan data handling and communication consistency across channels.
Reporting & Insights
Prepare weekly or monthly reports on ticket volume, response time, satisfaction rate, and key issues.
Share fan sentiment and improvement suggestions with the MFan team for product enhancement.
Log and analyze customer feedback to identify patterns and insights.

Organized, detail- oriented, and proactive in problem- solving.
3+ years of experience in customer service, community support, or user operations, preferably in entertainment, digital, or e- commerce industries.
Strong empathy, patience, and ability to communicate clearly with diverse audiences.
A genuine love for music, fandom culture, and fan communities.
Comfortable using digital tools (CRM, ticketing systems, Lark, Google Workspace).
Excellent written and verbal communication skills in Vietnamese and English (Korean is a plus).
You Might Be a Fit If You Are:
A people- first communicator who enjoys helping others and building trust.
Someone who balances professionalism with warmth and authenticity.
A fast learner who adapts well to new systems and fast- paced environments.
Passionate about connecting fans and artists through positive, human experiences.

Holiday and event bonuses (public holidays, Tet, and company events, etc.).
Regular salary reviews based on company policy.
Company uniforms and gifts for special occasions and events.
Full benefits including social insurance, health insurance, trade union participation, annual leave, and bonuses in accordance with company policy.
Clear career advancement path, with comprehensive training and full support to develop professional skills.
Creative, elegant, and professional working space.
Salary: Negotiable based on ability and experience.
Employee welfare programs such as birthday celebrations, annual health check- ups, wedding, sickness, and maternity benefits.
Young, comfortable, dynamic, and friendly working environment with high potential for career growth.
Opportunities for promotion.

Cập nhật gần nhất lúc: 2025-12-31 13:15:03