CX Manager (VN)

Job Description

[Customer Experiences 팀을 소개합니다]  Hello! This is Fai from the SentBe Customer Experiences team! Our team is at the forefront of SentBe's services, engaging closely with customers to deliver the best remittance experience. Grounded in a Customer-Centric approach, we go beyond handling customer inquiries (calls, chats, and emails) by actively participating in process design, operational improvements, and policy development to enhance the overall customer experience. As the first point of contact for our customers, we take pride in building trust through professionalism and friendliness, while also collaborating closely as a team to maximize the value of SentBe’s services. Currently, the CX team consists of approximately 30 colleagues, providing detailed support to customers across 13 countries. We are looking for passionate individuals to join our team and grow together with SentBe CX! [기술 스택&사용 툴] • Google Workspace, Office 365, Slack [합류 후 담당 업무 입니다] • Supporting Vietnamese customer inquiry via call, email, and SNS chat • Collecting and Analyzing VoC in order to improve customer satisfaction • Monitoring user's account as well as a transaction, which need a special investigation • Communicating with company's partner to clear an unresolved transaction

Qualifications

[이런 분을 모시고 있습니다] • Available for weekend shifts • Native in Vietnamese, Proficiency in English • Strong understanding of Vietnam customer behavior, capable of handling a feedback/complaint from the customer • Pleasant tone and manner, A clear speaking voice • Excellent verbal and written communication skills

Preferred

[Preferably] • Experience working in CX • Experience working in the Fintech industry • Experience using tools such as Notion, Slack [Notes for Application] • Re-application for the same position is possible after six months from the date of final decision notification. • If any false information is discovered during the selection process, the selection process may be canceled. • Preference will be given to those eligible for employment protection in accordance with relevant laws and regulations. • When hiring new employees, we conduct a Know Your Employee (KYE) process. If a company determines that a candidate poses a high risk of money laundering or other threats, the hiring process may be difficult. • Know Your Employee (KYE): A system where companies verify and review the background information of executives and employees when hiring employees to prevent them from being used for money laundering and terrorism financing.

Etc

"A World without Financial Borders." Founded in 2015, SentBe is a global FX total solutions provider offering innovative international remittance and payment services for both individuals and businesses, with the mission of creating "A World without Financial Borders." [This is how Sentbian works] • Professional • We become experts in our respective fields and constantly consider what, how, and why we should do our work to provide better service. • Proactive • We work in a culture where we are not satisfied with the present, but rather look beyond the horizon and move autonomously toward higher performance. • Customer-Centric • We define our customers, prioritize providing customer-centric service, and work to enhance customer value. [Benefits and Welfare] 1. Generous In-House Support System • Annual cultural expenses of KRW 1.8 million • Overtime taxi and meal allowances provided • Medical benefits/hotel partnership support • SentBe service remittance fee-free coupons 2. Sentbian Cultural Activities • Company-wide town hall meetings (once a month) • Book club program

Preferred Visas

Cover Letter

Optional