Complaints & Customer Experience Management
On-siteHanoi, Hanoi, Vietnam
Job Summary
Oversee aftersales complaints by receiving, managing, and assigning cases to relevant departments while following up for timely resolution. Support complex cases unresolvable by the Customer Call Center and review goodwill/compensation proposals from Market teams to ensure consistent solutions. Coordinate with the Customer Call Center to implement customer experience enhancement initiatives and analyze data to identify trends and root causes. Prepare regular reports and dashboards tracking complaint performance and KPIs while working cross-functionally to drive process improvements. Requires a Bachelor's degree, 2–4 years of experience, and strong analytical skills.
Required Qualifications
- Bachelor's degree in Business Administration, Marketing, Customer Experience, or related fields
- Minimum 2–4 years of experience in customer service, complaints handling, or aftersales support
- Customer-centric mindset with the ability to remain calm and professional in challenging situations
Desired Qualifications
- Strong analytical and data interpretation skills; experience with Excel, BI tools, or CRM systems preferred
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