Customer Experience Executive

• Respond promptly to customer inquiries through various communication channels (phone, email, or chat) with professionalism and courtesy

• Provide clear and accurate information to customers regarding products, services, orders, and policies

• Escalate complex issues to the appropriate departments for further investigation and resolution

• Collaborate with cross-functional teams to implement improvements based on customer feedback, enhancing overall customer satisfaction

• Proactively engage with customers to build and nurture positive relationships, ensuring they feel valued and understood

• Follow up with customers to gather feedback post-interactions and ensure their expectations are met or exceeded

• Adhere to established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions

• Provide recommendations for process improvements to enhance efficiency and customer satisfaction

• Maintain accurate and detailed records of customer interactions, feedback, and resolutions in the company's customer relationship management (CRM) system.

• Experience in handling customer inquiries and resolving issues in a professional and timely manner

• Excellent verbal and written communication skills to effectively interact with customers and internal teams

• Active listening skills and ability to empathize with customers to understand their needs and concerns

• Strong problem-solving abilities to address customer issues and provide suitable solutions

• Ability to think critically and adapt to changing situations while maintaining composure

• Passion for delivering exceptional customer experiences and a commitment to exceeding customer expectations

• Ability to collaborate effectively with cross-functional teams to achieve common goals and objectives related to customer satisfaction

• Familiarity with customer support tools and CRM systems is a plus

• Flexibility and willingness to adapt to evolving roles and responsibilities within the customer experience domain.

• Bachelor's degree or equivalent experience in a relevant field is preferred

• Previous experience in customer service, customer support, or a related role is required

Thưởng

Compensation & Benefits: Competitive and attractive salary package, 13th-month salary Receive bonuses and other employee benefits in accordance with state regulations, with a competitive total income package (including 13th-month salary)

Social Insurance: Full salary-based contribution

Nghỉ phép có lương

Seniority Leave: Additional annual leave for employees with 3+ years of service