185 Service Excellence jobs in Vietnam
Remote Hospitality Service Excellence Lead
590000 Pleiku, Gia Lai
WhatJobs
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Job Description
Our client is seeking a dedicated and experienced Remote Hospitality Service Excellence Lead to champion outstanding guest experiences across our diverse portfolio of properties. In this fully remote role, you will be responsible for developing and implementing service standards, training programs, and continuous improvement initiatives that elevate guest satisfaction and loyalty. This position requires a deep understanding of hospitality best practices, exceptional communication skills, and the ability to inspire teams from a distance.
Responsibilities:
Responsibilities:
- Develop and refine comprehensive service standards and operational guidelines for all guest-facing departments.
- Design and deliver engaging training programs (online and virtual) for frontline staff and management to foster a culture of service excellence.
- Monitor and analyze guest feedback from various channels (surveys, online reviews, direct feedback) to identify areas for improvement.
- Develop and implement action plans to address guest concerns and enhance overall satisfaction.
- Conduct regular virtual audits and assessments of service delivery across properties to ensure adherence to standards.
- Collaborate with property-level management teams to implement service initiatives and share best practices.
- Create and maintain a knowledge base of service-related resources and training materials.
- Analyze industry trends and competitor performance to identify opportunities for innovation in guest experience.
- Develop and manage recognition programs to celebrate outstanding service delivery by employees.
- Prepare and present reports on guest satisfaction metrics, service performance, and key initiatives to senior leadership.
- Facilitate virtual workshops and coaching sessions for teams to enhance service skills.
- Ensure consistency in service delivery across all touchpoints of the guest journey.
- Drive a proactive approach to anticipating and meeting guest needs.
- Champion the company's mission and values in all service-related activities.
- Develop strategies for personalized guest experiences.
- Manage the implementation of new service technologies and platforms.
- Provide guidance and support to remote teams on service-related issues.
- Evaluate the effectiveness of training programs and adjust as necessary.
- Foster a collaborative environment where teams share insights and best practices.
- Develop a framework for measuring the ROI of service excellence initiatives.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 8 years of experience in the hospitality industry, with a strong focus on guest services, training, or quality management.
- Proven experience in developing and implementing service standards and training programs.
- Exceptional understanding of guest satisfaction drivers and best practices in customer service.
- Strong analytical skills with the ability to interpret feedback and performance data.
- Excellent virtual communication, presentation, and facilitation skills.
- Proficiency in online learning platforms and virtual collaboration tools.
- Demonstrated ability to lead and motivate teams remotely.
- Strategic thinking and problem-solving capabilities.
- Ability to travel occasionally for site visits and team engagement (if required by company policy).
- Knowledge of various hotel management systems and CRM platforms is a plus.
- Strong organizational skills and the ability to manage multiple projects simultaneously.
- A passion for delivering exceptional guest experiences.
- Ability to work independently and take initiative in a remote setting.
- Creative and innovative approach to service improvement.
- Understanding of the tourism and travel industry landscape.
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Service Excellence and Training Specialist
Ho Chi Minh City
Mouser Electronics
Posted today
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Job Description
The Service Excellence & Training Team provides quality assurance, detailed guidance, coaching, and training on sales processes, programs and systems in a manner which ensures total quality and exceptional customer service.
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
- Team player and role model who motivates teams to provide excellent customer service.
- Assists with development of customer service strategies and inspires positive change in others.
- Coaches, and assists customer service staff with determining customer needs and providing customer service beyond customer initiated requests.
- Responsible for editing, updating, and suggesting improvements to customer service processes and procedures. Works directly with Customer Service Management to help with monitoring and enhancing service excellence.
- Provides feedback to management for trends on training needs, process improvements and performance management
- Uses good judgment and analyzes the impact of decisions and responses before execution.
- Delivers training in variety of formats: presenting to class, one on one, or via electronic communication
- Confidential and trustworthy
SKILLS & CERTIFICATIONS
- Desire, personality, and ability to interact directly with Internal and External customers and other business associates
- Strong teaching, analytical, problem solving, negotiation, time management, and organizational skills
- Ability to effectively manage projects, analyze training needs, processes and systems and make recommendations for improvement
- Excellent communication and presentation skills, verbal and non-verbal, with all levels of individuals and groups, including in a telephone environment
- Fluent verbal and written in local language and English. Additional languages would be a plus.
- Demonstrates a positive attitude toward self and others
- PC experience in a Microsoft Windows environment, proficient with MS Office and other software.
- Detailed and thorough in work habits with multi-tasking ability
JOB LEVELS
Service Excellence & Training Specialist I
- Exhibits the desire to provide excellent service.
- Supports with development of results-oriented customer service
- Works under close supervision.
- Exhibits desire and ability to advance.
**Requirements**:
- Bachelor’s Degree in business, Customer Service, or related field.
Service Excellence & Training Specialist II
- Performs the job’s tasks independently per defined procedures or guidelines and adheres to Mouser standards.
- Self-motivated and results oriented.
- Effective performance independently or as part of a team.
**Requirements**:
- Consistently meets or exceed Service Excellence & Training Specialist II performance requirements.
Category: Sales/Customer Service
Mouser is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
ACCOUNTABILITIES & ESSENTIAL FUNCTIONS
- Team player and role model who motivates teams to provide excellent customer service.
- Assists with development of customer service strategies and inspires positive change in others.
- Coaches, and assists customer service staff with determining customer needs and providing customer service beyond customer initiated requests.
- Responsible for editing, updating, and suggesting improvements to customer service processes and procedures. Works directly with Customer Service Management to help with monitoring and enhancing service excellence.
- Provides feedback to management for trends on training needs, process improvements and performance management
- Uses good judgment and analyzes the impact of decisions and responses before execution.
- Delivers training in variety of formats: presenting to class, one on one, or via electronic communication
- Confidential and trustworthy
SKILLS & CERTIFICATIONS
- Desire, personality, and ability to interact directly with Internal and External customers and other business associates
- Strong teaching, analytical, problem solving, negotiation, time management, and organizational skills
- Ability to effectively manage projects, analyze training needs, processes and systems and make recommendations for improvement
- Excellent communication and presentation skills, verbal and non-verbal, with all levels of individuals and groups, including in a telephone environment
- Fluent verbal and written in local language and English. Additional languages would be a plus.
- Demonstrates a positive attitude toward self and others
- PC experience in a Microsoft Windows environment, proficient with MS Office and other software.
- Detailed and thorough in work habits with multi-tasking ability
JOB LEVELS
Service Excellence & Training Specialist I
- Exhibits the desire to provide excellent service.
- Supports with development of results-oriented customer service
- Works under close supervision.
- Exhibits desire and ability to advance.
**Requirements**:
- Bachelor’s Degree in business, Customer Service, or related field.
Service Excellence & Training Specialist II
- Performs the job’s tasks independently per defined procedures or guidelines and adheres to Mouser standards.
- Self-motivated and results oriented.
- Effective performance independently or as part of a team.
**Requirements**:
- Consistently meets or exceed Service Excellence & Training Specialist II performance requirements.
Category: Sales/Customer Service
Mouser is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
This advertiser has chosen not to accept applicants from your region.
1
Customer Experience Lead
53000 Thuy Van
WhatJobs
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Job Description
Our client is actively looking for a passionate and experienced Customer Experience Lead to enhance their customer service operations in Hue, Thua Thien–Hue, VN . This leadership role focuses on creating and implementing strategies that elevate the overall customer journey and ensure consistent, high-quality interactions across all touchpoints. The Customer Experience Lead will be responsible for analyzing customer feedback, identifying key areas for improvement, and developing actionable plans to address them. You will oversee the customer support team, providing training, coaching, and performance management to ensure adherence to service standards. Key responsibilities include developing and refining customer service protocols, managing service level agreements (SLAs), and implementing customer satisfaction surveys and feedback mechanisms. You will also collaborate with product development and marketing teams to ensure a cohesive customer experience. This role requires a strong understanding of customer psychology, excellent communication and interpersonal skills, and the ability to motivate and inspire a team. You will be responsible for developing comprehensive training programs for the support staff, focusing on product knowledge, communication skills, and problem-solving techniques. The ideal candidate will have a Bachelor's degree in Business Administration, Marketing, or a related field, coupled with a minimum of 4 years of experience in customer service management or customer experience roles. Proven experience in using CRM systems, customer feedback tools, and analytics platforms is essential. You should possess exceptional analytical and problem-solving skills, with a keen eye for detail. The ability to drive change and implement new initiatives effectively is crucial. We are looking for an individual who is dedicated to fostering a customer-centric culture and continuously improving service delivery.
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2
Customer Experience Associate
650000 Nha Trang, Khanh Hoa
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for a dedicated and customer-focused Customer Experience Associate to enhance the shopping experience for our valued customers in **Nha Trang, Khanh Hoa, VN**. This role offers a hybrid work arrangement, combining in-store interaction with remote administrative tasks. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring overall satisfaction. Responsibilities include greeting customers warmly, providing product information, assisting with purchases, and processing returns or exchanges efficiently. You will also manage customer feedback, track service metrics, and contribute to improving customer service protocols. A key part of your role will involve handling customer service inquiries via phone, email, and in-person, ensuring timely and accurate responses. You will need to develop a comprehensive understanding of our product catalog and sales promotions to effectively assist customers. Building strong relationships with customers and fostering brand loyalty will be paramount. The ideal candidate will possess excellent communication and interpersonal skills, a friendly and approachable demeanor, and a genuine passion for customer service. Previous experience in retail or a customer-facing role is highly desirable. You should be adept at problem-solving and able to remain calm and professional under pressure. Proficiency in basic computer applications and POS systems is required. Join our team and play a vital role in creating memorable experiences for our customers in Nha Trang.
This advertiser has chosen not to accept applicants from your region.
3
Remote Customer Experience Specialist
20000 Haiphong , Haiphong
WhatJobs
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Job Description
Our client is seeking a dedicated and empathetic Remote Customer Experience Specialist to join their global support team. This role is 100% remote, allowing you to work from anywhere within the designated region. You will be the primary point of contact for customers, providing exceptional support and ensuring a positive experience with our client's products and services. This involves responding to inquiries, resolving issues, and going the extra mile to build strong customer relationships. You'll be an integral part of a fast-paced, customer-centric environment, contributing to our client's reputation for outstanding service.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via multiple channels (email, chat, phone) in a timely and professional manner.
- Troubleshoot and resolve customer issues, providing clear and concise solutions.
- Educate customers on product features and best practices.
- Document customer interactions and feedback in the CRM system.
- Identify trends in customer issues and provide feedback to product and development teams.
- Proactively engage with customers to ensure satisfaction and retention.
- Collaborate with internal teams to escalate and resolve complex customer problems.
- Maintain a high level of product knowledge.
- Contribute to the development of support documentation and FAQs.
- Represent the company's brand and values in all customer interactions.
Qualifications:
- Proven experience in customer service or a related field, preferably in a remote capacity.
- Excellent written and verbal communication skills in Vietnamese and English.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency with CRM software and customer support tools.
- Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
- A stable internet connection and a dedicated workspace.
- High school diploma or equivalent; a degree is a plus.
- Empathy, patience, and a positive attitude when dealing with customers.
- Experience in the hospitality sector is advantageous.
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4
Senior Customer Experience Manager
59000 Phan Thiet, Binh Thuan
WhatJobs
Posted today
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Job Description
Our client is looking for a strategic and customer-focused Senior Customer Experience Manager to lead their customer support initiatives. This is a fully remote position, allowing you to manage and enhance customer interactions from anywhere. You will be responsible for developing and implementing strategies to improve overall customer satisfaction, loyalty, and retention. This involves analyzing customer feedback, identifying pain points in the customer journey, and designing solutions to elevate the customer experience across all touchpoints. Your role will involve overseeing the customer support team, setting performance benchmarks, and ensuring the delivery of exceptional service.
The ideal candidate will have extensive experience in customer service management, customer experience strategy, or a related field. Strong analytical skills, a deep understanding of customer behavior, and a passion for creating positive customer interactions are essential. You should be proficient in using CRM systems and customer feedback tools. Excellent leadership, communication, and problem-solving skills are critical, as you will be interacting with customers, internal teams, and senior management. This role requires a proactive approach to identifying opportunities for improvement and a proven ability to drive change. You will be instrumental in shaping our client's customer-centric culture. We are seeking an individual who is dedicated to exceeding customer expectations and contributing to the long-term success of the business. Your ability to inspire and motivate a remote team will be key. This position offers a significant opportunity for growth and impact within a forward-thinking company. The responsibilities span across customer interactions originating from or relating to **Phan Thiet, Binh Thuan, VN**, but the role itself is entirely remote.
The ideal candidate will have extensive experience in customer service management, customer experience strategy, or a related field. Strong analytical skills, a deep understanding of customer behavior, and a passion for creating positive customer interactions are essential. You should be proficient in using CRM systems and customer feedback tools. Excellent leadership, communication, and problem-solving skills are critical, as you will be interacting with customers, internal teams, and senior management. This role requires a proactive approach to identifying opportunities for improvement and a proven ability to drive change. You will be instrumental in shaping our client's customer-centric culture. We are seeking an individual who is dedicated to exceeding customer expectations and contributing to the long-term success of the business. Your ability to inspire and motivate a remote team will be key. This position offers a significant opportunity for growth and impact within a forward-thinking company. The responsibilities span across customer interactions originating from or relating to **Phan Thiet, Binh Thuan, VN**, but the role itself is entirely remote.
This advertiser has chosen not to accept applicants from your region.
5
Lead Customer Experience Specialist
30000 Haiphong , Haiphong
WhatJobs
Posted today
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Job Description
Our client, a rapidly growing tech company, is seeking a dynamic and experienced Lead Customer Experience Specialist to join their team in **Haiphong, Hai Phong, VN**. This hybrid role offers a blend of in-office collaboration and remote flexibility, allowing you to contribute to creating exceptional customer journeys. You will be responsible for overseeing the customer support operations, developing strategies to enhance customer satisfaction and loyalty, and mentoring a team of support professionals. The ideal candidate will have a deep understanding of customer service best practices, excellent communication skills, and a passion for problem-solving. Key responsibilities include managing inbound customer inquiries across multiple channels (phone, email, chat), resolving complex customer issues, identifying trends in customer feedback to suggest product or service improvements, training new support staff, and ensuring adherence to service level agreements. You will also be involved in developing and refining support documentation, knowledge base articles, and customer-facing FAQs. This role requires a proactive approach to identifying and addressing customer pain points, as well as a strong ability to empathize with customers and provide effective solutions. A minimum of 3 years of experience in a customer service or support role, with at least 1 year in a leadership or supervisory capacity, is required. Strong analytical skills and the ability to interpret customer data are also essential. If you are a results-oriented individual who thrives in a collaborative environment and is dedicated to delivering outstanding customer experiences, we invite you to apply. Join us in shaping a customer-centric culture.
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Customer Experience Specialist - VN
Ho Chi Minh City
Cargill
Posted 12 days ago
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Job Description
**Job Purpose and Impact**
The Customer Service Specialist, will support a moderate scale of customer service activities for a single site team. In this role, you will contribute to optimizing and monitoring shipping and returns, including processing complex orders from customers and resolving order or delivery issues.
**Key Accountabilities**
+ Maintain systems and relationships that meet customer demand forecast, as well as other databases related to shipments and inventory management.
+ Inform customers about order status, invoices, contract balances and other information needed to complete the sale.
+ Execute customer service strategies.
+ Provide support to improvement projects and commitments requiring a basic understanding of customer service practices and procedures.
+ Handle basic issues and problems under direct supervision, while escalating more complex issues to appropriate staff.
+ Other duties as assigned
**Qualifications**
**Minimum Qualifications**
+ Bachelor's degree in a related field or equivalent experience
The Customer Service Specialist, will support a moderate scale of customer service activities for a single site team. In this role, you will contribute to optimizing and monitoring shipping and returns, including processing complex orders from customers and resolving order or delivery issues.
**Key Accountabilities**
+ Maintain systems and relationships that meet customer demand forecast, as well as other databases related to shipments and inventory management.
+ Inform customers about order status, invoices, contract balances and other information needed to complete the sale.
+ Execute customer service strategies.
+ Provide support to improvement projects and commitments requiring a basic understanding of customer service practices and procedures.
+ Handle basic issues and problems under direct supervision, while escalating more complex issues to appropriate staff.
+ Other duties as assigned
**Qualifications**
**Minimum Qualifications**
+ Bachelor's degree in a related field or equivalent experience
This advertiser has chosen not to accept applicants from your region.
7
Remote Hospitality Customer Experience Manager
53000 Hoa Sơn
WhatJobs
Posted today
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Job Description
Our client is seeking a dynamic and customer-focused Remote Hospitality Customer Experience Manager to elevate guest satisfaction across their diverse portfolio. This is a fully remote role, allowing you to shape exceptional guest journeys from anywhere. You will be responsible for developing and implementing strategies that enhance the overall customer experience, from booking to post-stay engagement. Your role will involve analyzing customer feedback, identifying areas for improvement, and creating personalized guest interactions. The ideal candidate will have a deep understanding of the hospitality industry, coupled with proven experience in customer relationship management and service excellence. You will lead initiatives aimed at fostering guest loyalty and ensuring consistent delivery of high-quality service across all touchpoints. This position requires strong analytical skills to interpret customer data, identify trends, and translate insights into actionable plans. Excellent communication and interpersonal skills are crucial for building rapport with guests and internal teams. You will collaborate with marketing, operations, and sales departments to align customer experience initiatives with business objectives. The ability to manage multiple projects, prioritize tasks, and work autonomously in a remote setting is essential. A passion for creating memorable experiences and a commitment to exceeding guest expectations are paramount. This is an exciting opportunity to influence the guest experience strategy of a growing hospitality brand and make a significant impact.
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8
Remote Hospitality Customer Experience Manager
450000 Haiphong , Haiphong
WhatJobs
Posted today
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Job Description
Our client is looking for a passionate and customer-focused Remote Hospitality Customer Experience Manager to enhance guest satisfaction and service quality across their various hospitality offerings. This is a fully remote position, allowing you to manage and improve guest experiences from anywhere. You will be responsible for developing and implementing strategies to ensure exceptional service delivery, manage customer feedback, and drive loyalty.
Key responsibilities include designing and implementing customer service standards, training and developing remote customer service teams, monitoring customer feedback channels (reviews, surveys, social media), and identifying areas for service improvement. You will also handle escalated customer complaints, work with operational teams to resolve issues promptly, and analyze customer data to identify trends and opportunities for enhancing the overall guest journey. Developing and executing loyalty programs and special initiatives to boost guest engagement will be crucial.
The ideal candidate will have a Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field, with at least 5 years of experience in customer service management within the hospitality industry. Proven experience in developing and implementing customer experience strategies is essential. Excellent communication, leadership, and problem-solving skills are required. The ability to empathize with customers and a passion for delivering outstanding service are paramount. Familiarity with customer relationship management (CRM) systems and a strong understanding of service recovery techniques are beneficial.
You will work collaboratively with various departments to ensure a consistent and high-quality guest experience across all touchpoints. This role offers a fantastic opportunity to shape guest satisfaction in a remote capacity, contributing significantly to the reputation and success of our client's hospitality ventures. We offer a competitive salary, comprehensive benefits, and the chance to innovate within the tourism and hospitality sector.
Key responsibilities include designing and implementing customer service standards, training and developing remote customer service teams, monitoring customer feedback channels (reviews, surveys, social media), and identifying areas for service improvement. You will also handle escalated customer complaints, work with operational teams to resolve issues promptly, and analyze customer data to identify trends and opportunities for enhancing the overall guest journey. Developing and executing loyalty programs and special initiatives to boost guest engagement will be crucial.
The ideal candidate will have a Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field, with at least 5 years of experience in customer service management within the hospitality industry. Proven experience in developing and implementing customer experience strategies is essential. Excellent communication, leadership, and problem-solving skills are required. The ability to empathize with customers and a passion for delivering outstanding service are paramount. Familiarity with customer relationship management (CRM) systems and a strong understanding of service recovery techniques are beneficial.
You will work collaboratively with various departments to ensure a consistent and high-quality guest experience across all touchpoints. This role offers a fantastic opportunity to shape guest satisfaction in a remote capacity, contributing significantly to the reputation and success of our client's hospitality ventures. We offer a competitive salary, comprehensive benefits, and the chance to innovate within the tourism and hospitality sector.
This advertiser has chosen not to accept applicants from your region.
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