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Customer Experience Executive (English Line)

Sun Group · Hà Nội
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Hình thức
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Trung tâm CNTT và CĐS
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Địa điểm
Hà Nội

Tổng quan

  • 01 | VOICE – INBOUND
  • Handle inbound calls in English, providing information and support on products, services, policies, promotions and programs.
  • Assist customers with flight tickets, attraction tickets, travel and hospitality services and related add-ons.
  • Check flight, booking and ticket information; support passenger information changes and other service requests.
  • Handle customer feedback and complaints, identify the issue and coordinate with relevant teams for appropriate resolution.
  • 02 | VOICE – OUTBOUND
  • Make outbound calls to provide updates, follow up on customer requests and support service-related issues.
  • Proactively contact customers regarding changes to flight schedules, operating hours, bookings or services.
  • Support VIP/priority customers and customers who have not received notifications via Email, SMS or ZNS.
  • Communicate solutions clearly and professionally, especially in time-sensitive or unexpected situations.
  • 03 | EMAIL & SOCIAL
  • Handle customer inquiries and requests via Email, Facebook, Instagram, Zalo and other digital channels.
  • Respond to customers in English with a clear, professional and customer-friendly tone.
  • Check and process ticket/service refund requests in accordance with company policies.
  • Investigate payment issues on Web/App and coordinate the handling of failed transactions, ticket/service re-issuance and other related requests.
  • WHAT YOU'LL NEED
  • 3+ years of experience in Customer Service, Contact Center, Call Center, Hospitality, Airline, Travel, Telesales or other customer-facing service roles.
  • Good English communication skills, with the ability to communicate effectively with international customers via Voice, Email and Chat.
  • Strong communication and interpersonal skills, with the ability to listen, understand customer needs and handle different situations professionally.
  • Strong customer service mindset, patience, ownership and problem-solving skills.
  • Good computer skills and familiarity with Email, Chat/Social platforms and CRM/Contact Center systems.
  • Willingness to work shifts, weekends and peak periods based on operational requirements.

Quyền lợi

  • Build real-world English communication skills through daily interactions with international customers across Voice, Email and Chat.
  • You won't just answer questions. You'll identify problems, coordinate solutions and directly contribute to creating better customer experiences.
  • Gain exposure to products and services across Aviation, Travel, Hospitality and Entertainment within the Sun Group ecosystem.
  • “An cư lạc nghiệp” policy: Apartment ownership for employees with 10 years of service.
  • Premium Suncare Insurance for you and your loved ones (free for employees).
  • Annual health check at Sun Group International Hospital.
  • Free access to Sun Group theme parks, cable cars, plus exclusive hotel, resort & entertainment discounts.
  • Special perks across aviation, banking, symphonic events, and real estate.

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