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Customer Experience Executive (Retention Focus)

Mức lương

10 - 17 triệu

Khu vực tuyển

Kinh nghiệm

Dưới 1 năm

Trình độ

Cao đẳng

Hạn nộp hồ sơ:

10/07/2026

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Mô tả công việc

Customer Verification & Activation

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

Retention & Re-engagement

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

Customer Insights & Reporting

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

Service Recovery & Case Management

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

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

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