Customer Experience Executive (Retention Focus)

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 (Australia–Vietnam collaboration), supportive, friendly, and growth-oriented. Địa điểm & thời gian làm việc Thời gian làm việc : Thứ 2 - Thứ 6: 8:00 - 17:30 Địa điểm làm việc : 32 Phạm Ngọc Thạch, Phường 6, Xuân Hòa, TP. Hồ Chí Minh