Black Sire

The Customer Experience Executive (CEX) is responsible for building and maintaining strong relationships with customers, ensuring they achieve maximum value from the company’s products and services. Success in this role is demonstrated through high customer satisfaction and contract renewal rates, as well as key metrics like NPS and revenue growth from existing customers. Acting as a bridge between customers and internal teams (Marketing, Sales, Technical), the CSE contributes to enhancing the customer experience and driving company growth.

Responsibilities

• Manage and operate CX mapping:

+ Customer Experience Mapping Development: Build a CX Mapping and establish service standards to enhance customer experience across touchpoints;

+ CX Mapping Operations: Train the CX mapping mindset for the key stakeholders, and assess the effectiveness of CX mapping;

+ Solution Provision and Experience Enhancement: Identify and implement targeted solutions to continually elevate customer experience quality.

• Handle customer issues;
• Provide customer insight and up-sales consulting to stakeholders.

Benefits

• Basic Salary: 15.000.000 - 25.000.000 VND/month.
• 13th-month salary, bonus on 30/04-01/05, 02/09, project…
• Team-building activity, Holiday trips, Regular bonding, Tea breaks.
• Competency assessment every 6 months, with a clear career advancement path.
• An innovative and diverse working environment, with respect and support from colleagues and management.

Qualifications

• Graduated from FTU, NEU, or related universities;
• Having 3+ years of experience in relevant roles, with expertise in building and managing CX Mapping;
• Proficient English: 6.0 IELTS or equivalent;
• Strong customer service knowledge;
• Strong Communication, Training, Analytical, and Problem-solving skills;
• Ability to work independently;
• Experience working at a tech company with international clients and with a SaaS model is a plus.

How to apply

• Candidates interested in this vacancy please send an updated resume to the email address: [email protected].