Customer Service Executive

-        Customer Service (Hotline / Website / SNS etc): Manage customer inquiries and provide timely, accurate responses across all customer communication channels.

-        Complaint Management: Handle customer complaints and coordinate with relevant departments to ensure timely resolution and case closure

-        VOC & Customer Feedback: Collect and analyze customer feedback to identify key issues, trends, and actionable customer insights

-        CRM & Data Management: Maintain accurate and complete customer information, interaction history, complaints, and case status in CRM

-        CS Process & Cross-functional Coordination: Coordinate with relevant departments to resolve customer issues; develop and maintain customer service processes, guidelines, Q&A/FAQ documents, and communication standards.

-        Other tasks assigned by Line Managers

-        Bachelor's degree in Customer Service or relevant field

-        At least 2 years of experience in customer service, experience in the FMCG or Food & Beverage industry is preferred.

-        Experience in using/managing CRM systems

-        Skills in customer service handling process & Appropriate Communication Manner

-        Experience in handling media crises is preferred

-        Synthesis and reporting skills

-        Professional or business-level English communication skill are preferred

-        Efficient with Office software

-        Working location: Floor 16, Coninco Tower, No.4 Ton That Tung Street, Kim Lien Ward, Ha Noi, Vietnam

-        Working time: from 8:00 am to 5:00 pm from Monday to Saturday (off 2 Saturday per month)

-        WFH as the company policy from time to time