Service Quality Executive (SQE) VN

BIN CORPORATION

Job Description

❖ Job Title: Service Quality Executive (SQE)

❖ Department: Customer Success Team

❖ Reporting to: Customer Success Manager

❖ Position Objective: SQE is responsible for ensuring service excellence by delivering training, monitoring customer service quality, collecting customer insights, and supporting multi-channel service operations. This role supports the Customer Success Manager in enhancing customer satisfaction and retention.

❖ Key Responsibilities:

  1. Training & Development

➢ Design training curricula and materials tailored to each department and service objective

➢ Conduct onboarding and recurring training sessions for customer-facing teams

➢ Continuously update knowledge and soft skills related to services, processes, and products

➢ Assist in developing and delivering training sessions on QA best practices, company policy, and customer service standards.

2. Assistant to Customer Success Manager

➢ Support planning, reporting, and execution of projects related to customer experience

➢ Act as a liaison between departments to ensure seamless customer support.

3. Customer Care and Support

➢ Handle and resolve customer inquiries, feedback, and complaints via the Salesforce platform, email, phone, or other communication channels.

➢ Monitor and update the status of customer issues until resolution is achieved. ➢ Provide clear and professional communication, ensuring customer satisfaction at every touchpoint.

4. Customer Care Strategy

➢ Collaborate in developing customer experience improvement strategies and workflows

➢ Recommend process enhancements based on insights and customer feedback

5. Customer Data Collection & Analysis

➢ Conduct surveys to measure customer satisfaction, Net Promoter Score (NPS), and other key metrics

➢ Analyze customer feedback to identify strengths and areas for improvement

➢ Prepare regular reports and propose actionable improvements

6. Quality Assurance (QA) & Quality Control (QC) Support

➢ Participate in service evaluations across various touchpoints (calls, emails, chats)

➢ Coordinate with relevant teams to address complaints, feedback, and quality-related risks

7. Omni-Channel Service Support

➢ Assist in developing consistent service processes across all communication channels (website, email, phone, live chat, social media, etc.)

➢ Ensure continuity and consistency in customer experience 

Requirements

❖ Job Qualifications:

● Bachelor’s degree in Business Administration, Marketing, Communications, or related fields.

● Minimum 1 years of experience in customer service field, preferably in the training or quality industry.

● Excellent communication & presentation skills with the ability to handle situations diplomatically.

● Proficiency in English (preferred: capable of working in an international environment).

● Ability to work 24/7 independently and collaboratively.

● Skilled in Microsoft Office and basic data analysis/reporting tools.

● Strong organizational and time management skills.

● Proficiency in Microsoft Office and familiarity with CRM/Salesforce tools and related software.

● Attributes: Patient, hardworking, friendly, and capable of working under pressure.

Benefits

❖ Commission & Benefits:

● A competitive salary with a fixed 13th-month salary and a variety of allowances.

● Additional 10% salary bonus on national holidays (April 30, September 2, and January 1)

● Allowances as per labor laws (Children’s Day, Mid-Autumn Festival, Weddings, Maternity, etc.).

● Professional and technical training support during the probation period.

● Support technical training and guide to use the CRM software.

● Be guided and work with experienced consultants in the corporate services industry.

● Project-based bonus depending on business situation and revenue (if any).

● Health insurance & Social insurance.