Customer Care Executive

About this role

Position Overview:

A customer care will act as a liaison, frequently communicating with agents/clients who are working with EXO Travel in Vietnam, keep good relationships with clients/agents and resolve any emerging problems that clients might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Location: Remote (Open to candidates nationwide in Vietnam)

Your Day-to-Day:

● Ensure all calls, emails, messages to EXO emergency phone are quickly and efficiently replied

● Welcome calls and follow-up with specific clients in country as assigned

● Liaise with teams to offer solutions to clients on spot in a timely and cost-efficient manner

● Accurately and timely Inputting data into CARE Log for issues on spot according to the SOP and company guidelines

● Ensure a clear and prompt communication towards clients and other departments

● Identify, analyze issues and discuss with Customer Care supervisor to avoid repetition & achieve higher satisfaction

● Personally meet with clients when necessary

What You’ll Bring

Fluent spoken and written English; French and/or Spanish is a plus.
Bachelor’s degree in Tourism or a related field.
Experience in customer care or inbound travel
Strong customer focus and prioritization skills
Proficient in MS Office and WhatsApp/Zalo
Knowledge of sustainability and responsible tourism is a plus.
Available for rotating shifts (08:00–16:00, 14:00–22:00, or 22:00–08:00), with up to 2 days off after 3–4 working days.

What You’ll enjoy with us

• 100% salary and full social insurance coverage during probation, in compliance with applicable law.
• Flexible work-from-home arrangement
  
  
• Work in a friendly working environment and good team building activities
  
  
• 18 days of annual leave and can be carried to the next year
  
  
• Participate in all online training programs of the whole EXO Group
  
  
• Laptop provided and parking fee allowance
  
  
• Priority pricing policies for family’s trips
  
  
• Personal health insurance and accident insurance
  
  
• 13th month salary up to the business performance of each year.
• Other benefits according to the festive seasons will be shared at the interview

Ready to join us?
Send your CV and cover letter in English to our HR Department at [email protected] today!

Equal Opportunity & Non-Discrimination

EXO Travel is an equal opportunity employer. We do not discriminate against candidates or team members based on race, gender, disability, religion, nationality, age, sexual orientation or other personal characteristics.

EXO Travel strictly abides by local labor laws and does not employ underage workers where prohibited by law.

EXO Travel is a premium Destination Management Company (DMC) providing bespoke travel solutions for tour operators and travel agencies across a growing portfolio of destinations. Since 1993, we have been crafting distinctive, authentic travel experiences that expand horizons and deliver lasting, positive impacts.

We are a purpose-driving company and, if you are successful in your application, you will find that working at EXO is more than just a job. As a member of the EXO family, you will play an important part in our mission to expand horizons and create meaningful positive impacts in the destinations we operate in. Furthermore, we offer in-house training courses, exciting growth opportunities, great benefits and a supportive team culture.