CS Ecommerce Executive (7-months contract)

Kỹ Năng & Tech Stack Yêu Cầu

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I. DETAILED JOB DESCRIPTION:1. Customer Experience & Hotline Ownership:· Own all incoming and outgoing customer communications via hotline.· Ensure all calls are answered, handled, and resolved within agreed service levels.· Deliver a professional, empathetic, and reassuring customer experience via phone.2. Order Processing & E-commerce Operations:· Greet new Maison Online customers and confirm order details accurately to increase successful delivery rates.· Provide customer assistance across all order stages: payment, shipment, delivery, return, and refund.· Proactively track orders and coordinate with internal teams to ensure SLAs are met.· Push and follow up with relevant teams to resolve delays or issues impacting customer experience.3. Revenue Protection & Opportunity Identification:· Reduce loss in the online sales funnel by recovering failed, cancelled, rejected, and returned orders.· Identify potential sales opportunities during phone interactions.· Transfer qualified sales leads promptly to the Tele Sales or Live Chat teams with complete information.· Ensure sales opportunities are never dropped, even though the role itself is not sales-targeted.4. Issue Resolution & Escalation:· Resolve first-level inquiries related to orders, payments, delivery, and policies.· Escalate complex cases requiring deeper investigation to the Solutions Team with clear and accurate handover.5. Operational & Process Understanding:· Develop strong knowledge of Operations, Buying, Logistics, E-commerce, Marketing, and Finance processes.· Ensure compliance with customer service policies and procedures.· Maintain accurate records of customer interactions and order follow-ups. III. REQUIREMENTS· Experience in e-commerce operations, customer service, or hotline support.· Strong customer-first mindset with high attention to detail.· Excellent verbal communication skills in Vietnamese (English is a plus).· Ability to manage high call volumes and coordinate across multiple teams.· Familiarity with order management systems and CRM tools.· Strong problem-solving and follow-up skills.· Experience in fashion or retail e-commerce is an advantage. Ngành nghề: Dịch vụ khách hàng Kinh nghiệm: 1 Năm Cấp bậc: Nhân viên Hình thức: Nhân viên chính thức Địa điểm: Hồ Chí Minh

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