Customer Service Executive - Chuyên Viên Dịch Vụ Khách Hàng (1 Year Contract)

1. Customer Support and Care

• Receive, handle and address customer complaints via direct interations, phone, email, social media, etc.

• Report issues immediately and collaborate with other departments/ teams for resolution.

• Follow up & collect customer feedback after resolving complaints.

2. Service Supervision and Improvement

• Oversee service areas – Customer Contact Points (Cashier, Service Lounge, Kid’s Lounge, AvenueL Lounge, etc.).

• Conduct daily checks on Lotte staff & Brand staff appearance, performance, store hygiene & provide guidance to improve service.

• Proactively contribute ideas to improve the quality of customer service.

• Prepare reports, campaign as CS Manager required.

3. Staff Training and Management

• Train new Lotte staff & Brand staff on service via Service Mind Training Course.

• Update training materials and create new training course (if any).

• Manage & monitor the performance & status of brand staff.

• Bachelor’s degree, prefer ideally in a relevant field.

• Minimum 01 year of experiences, prefer practical experience related to Retail, Customer Service, Hospitality, Airways, etc.

• Strong customer-centric mindset with good ethical standards.

• Proficiency in Vietnamese and English (both spoken & written)

• Excellent communication, problem-solving, and analytical skills.

Benefit:

• Attractive salary package with 13th-month salary and annual reviews.

• Clear career path with a transparent performance evaluation system

• Comprehensive training program (offline, online, hybrid) and customized departmental training (On-the-Job, Internal system, etc.)

• Insurance policy: Health insurance; Social insurance; Unemployment insurance, and PVI Insurance for employees and family members

• Paid annual leave: 12 days plus 2-3 additional summer leaves.

• Free lunch at the canteen, Free motorbike parking, and Taxi card for business commutes.

• Baby birth gift, Birthday gift, Marriage allowance, and Bereavement allowance.

• Annual health check-up.

• Loyalty rewards for milestones (e.g., 5, 10 .... years of service).