Customer Care Executive
About this role
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: HCM/ Hanoi/ Danang
Responsibilities
- 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
- Ensure a clear and prompt communication towards clients and other departments
- Identify, analyze issues and discuss with Customer Care supervisor to avoid repetition and achieve higher satisfaction
- Personally meet with clients when necessary
- Follow company guidelines and policies
- Assist Customer Care Supervisor when required
Qualifications
- Advanced command of spoken and written English (fluent in French and/or Spanish, German is a plus)
- Bachelor’s degree in tourism or related fields
- 2-year-customer-care experience or with Inbound tour operator
- Interest and/or experience in the travel industry
- Understanding of sustainability and responsible tourism is a plus.
Skills
- High sense of customer orientation and professional conduct
- Excellent communication skills to develop efficient relationship with other departments, guides, drivers, clients
- Strong analytical/ organizational skills, ability to work under pressure and prioritize tasks
- Good computer skills: Words, Excel, Applications (WhatsApp/ Zalo)
- Be able to suggest improved ways of working to positively impact people’s life and the environment.
Benefits
- Work in a friendly working environment and good team building activities
- 18 days of annual leave and can be carried to the next year
- Parking fee support
- Health insurance and accident insurance
- Other benefits according to the festive seasons will be shared at the interview
- Flexible working style, can work from home or at the office
- Participate in all online training programs of the whole EXO Group
- Priority pricing policies for family’s trips
- 13th month salary up to the business performance of each year.
Apply now
Why work with EXO
Diverse & Talented
Our team is diverse and talented, with nearly 700 employees representing 25+ nationalities and countless years of experience. We firmly believe diversity makes for a happier workplace and helps fuel our passion for travel that expands horizons.
Why work with EXO
Training & Growth
We believe in the power of our people and are committed to equipping them with the knowledge and skills they need to be their best. We nurture development through in-house training and provide pathways designed to encourage upward mobility.
Why work with EXO
Our people matter
To accomplish our mission of creating lasting positive impacts through travel, we start with our people. In addition to providing equitable compensation, we offer great benefits such as paid maternity leave, healthcare and opportunities to upskill.
Why work with EXO
One EXO
While our offices are separated by great distances, we use EXO tools and technology to stay connected, share knowledge and operate as one team together. We work positively towards creative solutions that amaze our customers and make us stronger.
Why working with EXO is Amazing
We have fun
While we take our jobs seriously, we believe that having fun is an important part of our jobs as travel professionals and that the fun we have is reflected in the quality of our trips and services. In all our destinations, our teams enjoy regular team building activities and outings.
