POSITION: CUSTOMER CARE SPECIALIST
LOCATION: HARYANA, INDIA

Purpose of the job
Responsible for handling inbound and outbound calls and all other contact channels and sources, including but not limited to email, chat and social media, in order to provide information, respond to enquiries, resolve requests and record customer feedback in line with established processes and service standards. Ensures a qualified, timely and customer-centric experience, and contributes to improving customer satisfaction, customer loyalty and the Company's service quality.

Key responsibilities
Receiving and handling customer requests
• Receive and handle customer requests across all channels of the Centre: hotline, email, live chat, social media, VinFast app and others.
• Advise and respond to customers on all VinFast products and services, after-sales services, warranty policies and related matters.
• Resolve and support customer requests completely at first contact, within the assigned scope of authority.

Outbound calls and proactive customer care




• Make outbound calls as assigned and in accordance with working procedures: return missed calls, update customers on case progress, and confirm outcomes with customers after cases are resolved.
• Conduct customer satisfaction surveys under periodic programmes or as requested by the Customer Care Centre.
• Participate in other outbound campaigns serving customer care objectives and market feedback collection.

Case management
• Record all customer interactions fully and accurately in Salesforce, following the data standards of the Customer Care Centre.
• Follow up on cases under personal responsibility until closure, coordinating with relevant departments to ensure timely resolution.
• Control the volume of pending cases and proactively update customers throughout the resolution process.
• Identify complaints at risk of escalation and cases beyond the assigned authority, and transfer them to the responsible team according to the defined

📌 CUSTOMER CARE SPECIALIST (India)
🏢 VinSmart Future
📍 India