Customer Operation (Beauty & Personal Care)

Job Description

Quantity: 01.

Report to: Ecommerce Manager.

Location: 555 3/2 Street, 8 Ward, District 10, Ho Chi Minh City.

Working time: 8:30 AM to 5:30 PM (Monday – Friday) and 8:30 - 12:30 (Saturday Morning).

Responsibilities:

1. Customer Operation (CO) Tasks:

• Respond to inquiries: Handling customer inquiries through various communication channels like live chat, email, phone, and social media, regarding products and orders.
• Issue resolution: Addressing problems such as defective products, incorrect orders, and refund requests, ensuring compliance with the company’s return and warranty policies.
• Order tracking: Helping customers track the status of their orders and deliveries, and resolving any shipping-related issues they may encounter.
• Product and payment guidance: Providing information on products, payment methods, and promotional offers to assist customers through the purchasing process.
• Collecting and responding to feedback: Gathering and acting on customer reviews and feedback to improve services and products.
• Account health management: Monitoring and ensuring the health of the shop's account, which could involve tracking metrics such as sales, customer satisfaction, and product performance.
• Livestream support: Providing assistance during live streaming events, possibly assisting with customer queries during these sessions.

2. Prepare Account Health Reports:

• Reporting (Weekly, Monthly, Quarterly): The role involves creating reports that analyze the health of the shop's account and other relevant metrics. These reports will be result-oriented, meaning they focus on outcomes and performance improvement.

3. Other Tasks/Projects:

• Additional responsibilities: The employee may be tasked with other duties or special projects as assigned by the team leader or manager, potentially related to improving customer service or supporting other business functions.

Job Requirement

1. Mandatory:

• University bachelor’s degree (or upcoming graduation) in Economics, Business Administration, Marketing or Finance
• 1 Year experience in a similar role in Customer Service
• Strong communication skills, both verbal and written.
• Problem-solving abilities and the capacity to work under pressure.
• Teamwork skills and the ability to collaborate with other departments.
• Proficiency in using customer support tools such as CRM, email, chatbox, or other management software.
• Knowledge of online sales, company products.
• Ability to analyze data and generate reports to evaluate performance.
• Preferred candidates with experience in e-commerce, customer service, or account management.

2. Preferred if: Female candidates preferred, with a passion or experience in the beauty & personal care industry.