CLIENT EXPERIENCE EXECUTIVE/ CHUYÊN VIÊN TRẢI NGHIỆM KHÁCH HÀNG

We are seeking a passionate and dedicated Client Experience Executive to join our team. The ideal candidate will be responsible for ensuring every client interaction reflects our brand’s values of luxury, sophistication, and unparalleled service. You will play a crucial role in maintaining high standards of client satisfaction and loyalty, contributing directly to our brand’s reputation and success

- Client Engagement: Operate contact center platform, interact with clients in a courteous, professional, and engaging manner through various communication channels (phone, email, social media) within working hours. Ensure internal SLA (Service level agreements).

- Problem Resolution: Address client concerns and resolve issues promptly and effectively, ensuring a positive outcome that aligns with the company’s policies and procedures.

- Feedback Collection: Proactively deploy Voice of client programs through different client touch points to understand their preferences, identify areas for improvement, and relay insights to relevant departments. 

- Sales Support: Collaborate with frontline to enhance the overall client experience and support sales initiatives. 

- Client Experience Management: Define targeted client personas and build up client journey mapping. Recommend and implement process improvements that streamline operations and elevate the client experience. 

- Training: Conduct training for sales team and other key stakeholders. 

- Measurement: Tracking client experience KPIs and metrics.

- Cooperative attitude: Promote team spirit and solidarity and actively seek cooperation, both inside andextending beyond the team itself

- Client orientation: Anticipates clients’ wishes, goes the extra miles and is regarded as a constructivebusiness partner.

- Learning capabilities: Seeks and creates learning possibilities for himself/ herself to develop and to learnfrom and with others.

- Proven experience in a client-facing role within the luxury retail industry, with a strong understanding ofluxury client expectations and standards.

- Exceptional communication skills, both verbal and written, with the ability to engage effectively withhigh-net-worth individuals.

- Strong problem-solving abilities and a proactive approach to addressing client needs and concerns.

- A passion for luxury products and a keen interest in staying updated on industry trends and developments.

- Bachelor's degree in business administration, Marketing, Hospitality, or related field preferred.

- Fluent in writing and speaking English (TOEIC 700, IELTS 6.5 or above).

- Proficient in Microsoft Office 365.

- Proficient in CRM software and other Client service tools is desirable

• Competitive salary packages with fixed 13th-month salary and performance bonus.
• Premium health care insurance.
• Annual performance review.
• Sponsored sports activities.
• Training section and rotation opportunities within subsidiaries.
• Discount of 30-50% for Group's products.
• Professional and creative working environment with up-to-date equipment.