Responsibilities:

• Handle Customer Issues: Answer customer inquiries & problems daily in our CRM system - Gorgias.

• Supplier Coordination: Coordinate with supplier to get the information on orders, products and shipping problems to provide to customer who requested.

• Customer Experience: Answering customers with care, positive attitude to ensure good customer experience.

• Team Development: Collaborate with team leader to suggest areas of improvement for our CS team.

• Performance Metrics Management: Support the CS team leader to improve and maintain a Trustpilot score at 4.5, CSAT score at 4.9, One touch ticket rate of 70%, first response time to customer inquiries to under 45 minutes (Email), 5 minutes (Social Media).

Skills and Qualifications:

• Experience: More than 1 years of experience, preferably in the E-commerce Industry, Dropshipping or POD or DTC.

• Language Proficiency: Fluent in English (both written and spoken), with an IELTS score of 6.5 or higher, or equivalent.

• Customer Experience Expertise: Deep understanding of customer experience principles.

• CRM Proficiency: Familiarity with CRM systems, such as: ZenDesk, HelpDesk, Gorgias,...

• Soft Skills: Attention to detail, proactive, and strong analytical and problem-solving abilities, with the ability to use data to inform decisions and drive changes.

• Technical Skills: Intermediate proficiency in Excel and MS Office applications.

• Effective communication and collaboration skills with team members and cross-functional teams.

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Location: 152 Dien Bien Phu Street, Ward 25, Binh Thanh District, Ho Chi Minh city

Working hours: 8h30 - 5h30 Mon to Fri (Saturday morning bonding activities)