Do you enjoy connecting with people, solving problems, and creating positive customer experiences?

Join Sun Group as a Customer Experience Executive, English Line, where you will be one of the key touchpoints between our customers and the diverse ecosystem of Travel, Hospitality, Aviation, Entertainment and other services.

You will support customers across Voice, Email and Social channels, using English in real-life customer interactions while handling a wide range of service requests and situations.

WHAT YOU'LL DO

01 | VOICE – INBOUND

- Handle inbound calls in English, providing information and support on products, services, policies, promotions and programs.

- Assist customers with flight tickets, attraction tickets, travel and hospitality services and related add-ons.

- Check flight, booking and ticket information; support passenger information changes and other service requests.

- Handle customer feedback and complaints, identify the issue and coordinate with relevant teams for appropriate resolution.

02 | VOICE – OUTBOUND

- Make outbound calls to provide updates, follow up on customer requests and support service-related issues.

- Proactively contact customers regarding changes to flight schedules, operating hours, bookings or services.

- Support VIP/priority customers and customers who have not received notifications via Email, SMS or ZNS.

- Communicate solutions clearly and professionally, especially in time-sensitive or unexpected situations.

03 | EMAIL & SOCIAL

- Handle customer inquiries and requests via Email, Facebook, Instagram, Zalo and other digital channels.

- Respond to customers in English with a clear, professional and customer-friendly tone.

- Check and process ticket/service refund requests in accordance with company policies.

- Investigate payment issues on Web/App and coordinate the handling of failed transactions, ticket/service re-issuance and other related requests.

WHAT YOU'LL NEED

- 3+ years of experience in Customer Service, Contact Center, Call Center, Hospitality, Airline, Travel, Telesales or other customer-facing service roles.

- Good English communication skills, with the ability to communicate effectively with international customers via Voice, Email and Chat.

- Strong communication and interpersonal skills, with the ability to listen, understand customer needs and handle different situations professionally.

- Strong customer service mindset, patience, ownership and problem-solving skills.

- Good computer skills and familiarity with Email, Chat/Social platforms and CRM/Contact Center systems.

- Willingness to work shifts, weekends and peak periods based on operational requirements.

WHY JOIN US?

- Build real-world English communication skills through daily interactions with international customers across Voice, Email and Chat.

- You won't just answer questions. You'll identify problems, coordinate solutions and directly contribute to creating better customer experiences.

- Gain exposure to products and services across Aviation, Travel, Hospitality and Entertainment within the Sun Group ecosystem.

Top-Tier Benefits

- “An cư lạc nghiệp” policy: Apartment ownership for employees with 10 years of service.

- Premium Suncare Insurance for you and your loved ones (free for employees).

- Annual health check at Sun Group International Hospital.

- Free access to Sun Group theme parks, cable cars, plus exclusive hotel, resort & entertainment discounts.

- Special perks across aviation, banking, symphonic events, and real estate.