Department: Marketing
Report to: Customer Service Manager
Work Type: Full-time, rotational shifts

As a Customer Service Executive, you will be the frontline ambassador representing the Capella brands across all digital channels. Your mission is to ensure fast, professional, and empathetic interactions with customers throughout the entire service journey — from first inquiry to post-event follow-up — while contributing to brand consistency, satisfaction, and trust.

Key Responsibilities

1. Multi-channel Response & Guest Care

• Handle incoming messages on social platforms (Facebook, Instagram, Zalo, TikTok, LinkedIn), email, and website forms.

• Respond promptly with accurate, brand-aligned language using templates when applicable.

• Log customer details and update records on CRM or notify responsible teams.

2. Lead Qualification & Routing (MQL)

• Track incoming leads from all channels and ensure proper information is collected.

• Qualify leads based on internal criteria (MQL) and assign to the right Sales/Consulting teams via CRM or tracking files.

• Follow up on lead progress to avoid missed opportunities.

3. Customer Journey Monitoring

• Ensure every customer interaction — from welcome messages to post-event thank-you notes — is consistent and memorable.

• Coordinate internal communications and escalate sensitive cases following predefined protocols.

• Log and handle initial feedback, complaints, and inquiries.

4. Post-event Engagement & Satisfaction

• Track post-event tasks: send thank-you notes, distribute surveys, and collect photos from internal teams.

• Support data collection for customer satisfaction (CSAT), referrals, and experience reporting.

• Collaborate with relevant teams to roll out special offers for returning customers.