Customer Care Officer - Korean Speaking (Remote)

About this role

Our Vision, Mission and Purpose

_{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.}

Position Overview

^{The Customer Care Officer plays a critical role in upholding EXO Travel’s premium service standards by managing guest inquiries and resolving issues from routine requests to major incidents. Serving as a vital safeguard for guest satisfaction, this position requires a calm, highly solution-oriented mindset in high-pressure situations. Through proactive problem-solving and quality assurance, the Officer directly impacts brand loyalty and drives continuous service excellence.}

Key Responsibilities

^{Customer Support & Issue Resolution}

• ^{Handle customer and partner inquiries, including emergency calls and urgent situations}
• ^{Support complaint handling and resolution for clients and agents}

• ^{Provide support for additional requests and urgent service needs during travel}

^{Service Quality Management}

• ^{Monitor service quality across different customer segments}
• ^{Collaborate with Operations teams to resolve service-related issues}
• ^{Collect and internally share customer feedback for service improvement}

^{Concierge & VIP Services}

• ^{Support concierge services for VIP and luxury clients}
• ^{Assist with additional service arrangements and on-site service coordination}

Qualifications

• ^{Ability to work in Vietnam (Hanoi or Ho Chi Minh City)}
• ^{Fluency in both Korean and English (spoken and written)}
• ^{Availability to work 5 days per week on a shift schedule including weekends and public holidays}
• ^{Strong problem-solving and crisis management skills}
• ^{Strong service mindset with high attention to detail}
• ^{Proficiency in MS Office and understanding of travel-related systems}

Skills

• ^{Empathetic and patient, with an ability to manage stressed or frustrated callers.}

• ^{Quick thinker with the ability to multitask.}

• ^{Passionate about providing a seamless travel experience for guests.}

• ^{Resilient and adaptable, ready to handle the unpredictable nature of travel disruptions}

• ^{Excellent communication skills; able to create and develop efficient relationships with other departments (Inbound, Operations, Product), guides, drivers, guests, agents.}

• ^{Strong analytical / organizational / writing skills, ability to work under pressure and prioritize tasks.}

• ^{Good computer skills (G Suite, Tourplan, Excel, messaging apps, social networks)}

Nice to Have

• ^{Bachelor’s degree in Tourism or related field}
• ^{Experience handling VIP or luxury concierge services}
• ^{Customer service experience in the travel industry}
• ^{Good understanding of Korean travel trends and tourism industry}

Notes

^{As an equal opportunity employer, if you have a passion for travel, believe that travel can be a real force for good in the world, and have skills that can help us achieve our mission, we would love to hear from you.}