The Customer Experience & Complaints Management is
responsible for overseeing customer complaints related to aftersales
services, ensuring timely and satisfactory resolution, and enhancing
overall customer experience. This role requires strong analytical
skills and the ability to leverage data insights to improve
processes, service quality, and customer satisfaction.
Receive and manage aftersales complaints; assign cases to relevant departments and follow up to ensure timely resolution.
Support the handling of complex cases that cannot be resolved by the Customer Call Center.
Review goodwill/compensation proposals from Market teams, ensuring consistent and effective solutions.
Coordinate with the Customer Call Center to implement customer experience enhancement initiatives.
Analyze complaints data to identify trends, root causes, and improvement opportunities.
Prepare regular reports and dashboards to track complaint performance and customer experience KPIs.
Work cross-functionally to drive process improvements and enhance overall customer satisfaction.
Bachelor’s degree in Business Administration, Marketing, Customer Experience, or related fields.
Minimum 2–4 years of experience in customer service, complaints handling, or aftersales support.
Strong analytical and data interpretation skills; experience with Excel, BI tools, or CRM systems preferred.
Excellent communication, problem-solving, and stakeholder management abilities.
Customer-centric mindset with the ability to remain calm and professional in challenging situations.
VinFast - a member of Vingroup – envisioned to drive the movement of the global smart electric vehicle revolution. Established in 2017, VinFast owns a state-of-the-art automotive manufacturing complex with globally leading scalability that boasts up to 90% automation in Hai Phong, Vietnam.
Strongly committed to the mission for a sustainable future for everyone, VinFast constantly innovates to bring high-quality products, advanced smart services, seamless customer experiences, and pricing strategy for all to inspire global customers to jointly create a future of smart mobility and a sustainable planet. Learn more at: https://vinfastauto.com.
