Senior Customer Service Executive (Platform)

Customer Support & Communication
Provide accurate information regarding platform features, memberships, events, and merchandise.
Handle daily customer inquiries through multiple channels (email, chat, social, in- app).
Maintain a consistent and empathetic tone aligned with the artist’s and MFan’s brand voice.
Track and manage support tickets to ensure timely and satisfactory resolution.
Issue Resolution & Coordination
Identify recurring issues and propose improvements to platform workflows or FAQ systems.
Coordinate with internal teams (Tech, Logistics, Finance) to escalate and close cases efficiently.
Investigate and resolve issues related to login, payment, order fulfillment, and account access.
Fan Experience Management
Contribute to community happiness by turning problem- solving into positive engagement moments.
Ensure accurate fan data handling and communication consistency across channels.
Support membership verification, lucky draw, and fan event participation processes.
Reporting & Insights
Log and analyze customer feedback to identify patterns and insights.
Prepare weekly or monthly reports on ticket volume, response time, satisfaction rate, and key issues.
Share fan sentiment and improvement suggestions with the MFan team for product enhancement.

Organized, detail- oriented, and proactive in problem- solving.
Strong empathy, patience, and ability to communicate clearly with diverse audiences.
Comfortable using digital tools (CRM, ticketing systems, Lark, Google Workspace).
A genuine love for music, fandom culture, and fan communities.
Excellent written and verbal communication skills in Vietnamese and English (Korean is a plus).
3+ years of experience in customer service, community support, or user operations, preferably in entertainment, digital, or e- commerce industries.
You Might Be a Fit If You Are:
Someone who balances professionalism with warmth and authenticity.
A fast learner who adapts well to new systems and fast- paced environments.
Passionate about connecting fans and artists through positive, human experiences.
A people- first communicator who enjoys helping others and building trust.

Employee welfare programs such as birthday celebrations, annual health check- ups, wedding, sickness, and maternity benefits.
Company uniforms and gifts for special occasions and events.
Full benefits including social insurance, health insurance, trade union participation, annual leave, and bonuses in accordance with company policy.
Regular salary reviews based on company policy.
Creative, elegant, and professional working space.
Holiday and event bonuses (public holidays, Tet, and company events, etc.).
Salary: Negotiable based on ability and experience.
Opportunities for promotion.
Young, comfortable, dynamic, and friendly working environment with high potential for career growth.
Clear career advancement path, with comprehensive training and full support to develop professional skills.

Cập nhật gần nhất lúc: 2026-01-10 07:35:03