Position Summary
We are seeking a proactive and customer-focused Customer Experience Executive (Retention Focus) to support customer activation, retention, and service recovery initiatives. This role plays a key part in improving customer engagement, reducing churn, and delivering actionable insights to enhance the overall customer experience. The ideal candidate is detail-oriented, analytical, communicative, and eager to grow within an international working environment.
Key Responsibilities
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.
Requirements
- 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.
- Good English communication skills (required).
- 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.
Benefits:
- 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 (AustraliaVietnam collaboration), supportive, friendly, and growth-oriented.
