CEM Executive - Porsche Saigon Centre

Job Description

· Oversee customer touchpoints throughout the customer journey, ensuring a seamless and consistent omni-channel communication experience.

· Design and implement customer satisfaction metrics across the touchpoints to measure and enhance service quality.

· Daily manage and handle customer concerns. Ensure timely customer follow-up by collborating with relevant departments to maximize customer satisfaction.

· Plan and execute customer and prospect care programs aimed at improving overall customer satisfaction.

· Develop training materials and sessions focused on enhancing customer service skills.

Report to CEM Manager/Department Head.

Job Requirement

·   Qualified degree in marketing, communications, external relations,  business administration or related field.

·   Minimum 5 years of proven experience in customer service (CX/CS) for high-end hospitality, private banking, automotive industry or related discipline.

·   Proficient communication skills in both English and Vietnamese.

·   Strong IT literacy with proficiency in the MS Office (Outlook, Word, Excel, PowerPoint…) and familiarity with CRM platforms.

·   Strong interpersonal and negotiation skills with a customer service orientation and a firm foundation in logical, process-focused thinking.

·   Effective cross-functional collaboration ability and strong team-work spirit

·   Strong interest in technology, automotive industry and luxury retail.