Digital Customer Service Center Specialist – Mobility Aftermarket

About the role

We are looking for Digital Customer Service Center Specialists to join the Mobility Aftermarket Division in Ho Chi Minh City. In this role you will handle customer inquiries across digital channels, ensure high‑quality case handling and support continuous improvement of our service processes.

Key responsibilities

• Respond to customer inquiries and service requests via email, chat, self‑service platforms and back‑office tools.
• Maintain timely, accurate and customer‑focused case handling in line with service standards.
• Escalate and follow up on issues in collaboration with internal stakeholders.
• Monitor service quality using KPIs, dashboards and customer feedback, documenting recurring issues and process gaps.
• Support reporting, analysis and continuous service improvement initiatives.
• Promote adoption of AI‑supported customer care solutions, automation workflows and digital service tools.
• Participate in process‑improvement projects to increase efficiency, standardisation and satisfaction.
• Maintain up‑to‑date documentation, work instructions and knowledge base content.

Required profile

• Strong customer‑service orientation with attention to detail.
• Ability to work collaboratively with cross‑functional teams.
• Proactive attitude towards problem solving and process optimisation.

Required skills