Customer Service Officer

DEPARTMENT OVERVIEW

The Customer Center Department plays an important role in developing customer value for UNIQLO Vietnam by building and strengthening relationships with customers.

The department supports customers by responding to inquiries, resolving problems, and translating customer feedback into improvements to products, services, and business operations.

ROLE OVERVIEW

As a Customer Center Executive, you will play a key role in shaping outstanding customer experiences for UNIQLO Vietnam. You will manage customer interactions across multiple channels, resolve inquiries promptly and accurately, and maintain a consistently high standard of service.

By using internal systems and analyzing Voice of Customer and Voice of Staff data, you will manage cases effectively, identify improvement opportunities, and contribute to service quality and operational excellence.

The role requires close coordination with local and global stakeholders, including Japan Headquarters, to resolve cases, strengthen service processes, and improve the performance and reliability of customer support solutions.

* Internal title: Customer Center Executive (Senior).

JOB RESPONSIBILITIES

• Anticipate escalations and take ownership of incoming customer contacts across all channels, including phone, email, and live chat.
• Use the knowledge base and available resources quickly and effectively to resolve customer issues end-to-end, capture data precisely, provide accurate solutions, and deliver excellent service that supports high customer satisfaction.
• Troubleshoot operational issues and create action plans to address system and technology outages, site contingencies, and business continuity requirements promptly and effectively.
• Leverage Voice of Staff (VOS) and Voice of Customer (VOC) data, reporting, and analytics to assess operational effectiveness and communicate insights and results to internal stakeholders and business leaders.
• Identify opportunities for innovation and share best practices and recommendations to improve chatbot reliability and performance in collaboration with local and global teams.
• Maintain effective communication with Japan Headquarters teams on case-related matters to continuously improve and enhance service quality.

QUALIFICATIONS

Required

• Bachelor’s degree in a relevant field.
• At least 2+ years of experience in customer service, a customer contact center, or a related field.
• Pleasant telephone manner and a calm, professional disposition.
• Excellent analytical, data-management, and problem-solving skills, with the ability to prioritize multiple issues.
• Proficiency in Microsoft Office.
• English: Business level (verbal and written)

Nice to Have

• Service-minded, reliable, and punctual.
• Positive attitude and openness to constructive feedback and continuous improvement.
• Quick learner who can adopt new software and work effectively across multiple systems and platforms.
• Adaptable to change and flexibility in supporting retail operations while maintaining accuracy, compliance, and sound risk management.
• Able to work cross-functionally and build trust with diverse stakeholders

WHAT WE OFFER

• Competitive salary, performance bonus, and comprehensive benefits package.
• Staff Discount.
• 24/7 Healthcare & Accidental insurance since the onboarding day (cover for 01 family member of staff)
• Career growth in a company where the role may expand with business needs, including potential future responsibility within the FR group.
• A results-driven, entrepreneurial culture where your decisions drive real business impact.

UNIQLO Vietnam respects candidate privacy and is committed to protecting personal information. Any personal data submitted during the recruitment process will be collected, processed, and stored solely for recruitment and employment-related purposes in accordance with applicable laws and company policies. Personal information will only be accessed by authorized personnel involved in the hiring process.

By applying for this role, candidates acknowledge that UNIQLO Vietnam may use submitted information to assess suitability for current or future opportunities within the organization, where permitted by applicable law.

UNIQLO Vietnam is an equal opportunity employer. As an equal opportunity employer, UNIQLO Vietnam does not discriminate against applicants or employees because of race, ancestry, color, religion, sex, sexual orientation, place of origin, criminal conviction, family status, gender identity or expression, Indigenous identity, marital status, mental disability, physical disability, political belief, source of income or because of any other status or condition protected by applicable law.

We sincerely appreciate the interest and enthusiasm of all applicants. While every application is carefully reviewed, only candidates whose qualifications closely match the position requirements will be contacted.