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Title

Customer Experience Manager 
Category Operations  
Number of Openings 1  
Location Los Angeles  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
Description

JOB SUMMARY:

We are looking for a Customer Experience Manager to champion the voice of the customer across all business functions at VinFast US. This role will support our customers with an exceptional and seamless customer experience in both sales and aftersales.

 

RESPONSIBILITIES & KEY ACTIVITIES:

  • Working with Headquarters to establish KPI metrics and research initiatives to measure the quality of Customer Experience for sales and aftersales across the US.
  • Work cross-functionally across the organization to develop and execute communication strategies to build internal awareness and excitement surrounding customer satisfaction.
  • Prepare and present Customer Experience results, as well as external third-party research and strategies to Senior Management and internal stakeholders.
  • Manage Customer Insight Research processes and infrastructure.
  • Lead the mapping of the consumer journey and automation of communications triggered based on consumer behavior.
  • Provide support to Customer Care in handling difficult or complex customer issues
  • Proactively offer suggestions and solutions to quickly and effectively resolve complaints, prevent recurring errors, and enhance the Customer Care center’s quality
  • Coordinate with relevant departments and research systems to gather complete data and information for timely and high-quality resolution of customer complaints.
  • Represent VinFast with professionalism in all interactions. This includes over the phone, in person, using electronic media, and written correspondence.
  • Provide excellent internal and external customer service by working cooperatively with internal stakeholders, Headquarters, and clients
  • Resolving product/service issues, troubleshooting problems
  • Providing proactive customer outreach
  • Maintain a case history file of all customer complaints and problems, documented with customer's name, type of vehicle, date of contact, nature of problem, personnel involved and detailed description of resolution.
  • Collecting and analyzing customer feedback
 
Position Requirements

MINIMUM REQUIREMENTS:

  • Bachelor’s degree in business, marketing, or communications.
  • 5+ years experience in Customer Service, with a focus on Escalation Management and Case Resolution
  • Experience in the automotive industry, a plus
  • Advanced proficiency in handling customer calls and email complaints, including researching data, providing reassurance, being results-oriented, and addressing customer needs on a case-by-case basis
  • Strong interpersonal skills with ability to communicate and manage well at all levels of the organization.
  • Demonstrate the ability to build strong relationships with internal stakeholders, peers, and external partners.
  • Ability to work under pressure and with tight deadlines.
  • Can-do mindset with high energy, integrity & strong work ethics.
  • Creative problem solver; not afraid to think outside the box.
  • Strength of convictions; present ideas and point-of-view in a well thought out manner.
  • Highly flexible and adaptable; able to deal well with modifications and changes to operating plans. Can implement new strategies and tactics to accommodate these changes.
  • Ability to organize, multitask, prioritize, and manage shifting responsibilities in a dynamic, cross-functional teamwork environment.
 
Open Date 3/22/2024  
Req Number OPE-24-00003  
About the Organization Welcome to the Future of Mobility.

VinFast is a driving force in the global smart electric vehicle revolution. Established in 2017, VinFast owns a state-of-the-art automotive manufacturing complex with globally leading scalability in Vietnam.
VinFast currently sells three vehicles in its home country of Vietnam and will launch five new all-electric vehicles for sale in North America, Europe and the Asia-Pacific region. We are the first global, automotive company to commit to shifting to solely producing only Electric Vehicles by the end of 2022. We have an ambitious growth strategy with Direct to Consumer, retail and aftersales facilities being introduced this year.

Strongly committed to the mission for a sustainable future for everyone, VinFast constantly innovates to bring high-quality products, advanced smart services, seamless customer experiences, and pricing strategy for all to inspire global customers to jointly create a future of smart mobility and a sustainable planet. VinFast is also committed to diversity and inclusion, with women serving in the top roles of Global CEO and US CEO.

We welcome you to join the charge.
 
Starting at  
 
EOE Statement Vinfast is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. All employment is decided based on qualifications, merit and business need.  

This position is currently not accepting applications.

To search for an open position, please go to http://VinFastDealerSanFrancisco1LLC.appone.com
 


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