Overview
Ecommerce Customer Service Executive Jobs in Ho Chi Minh City, Vietnam at Tuyển Dụng 247
Title: Ecommerce Customer Service Executive
Company: Tuyển Dụng 247
Location: Ho Chi Minh City, Vietnam
Key Responsibilities
1. Customer Consultation & Sales Support
* Provide product consultation and answer customer inquiries via Shopee, TikTok Shop, and other e-commerce platforms.
* Support customers throughout their product research and purchasing journey.
* Close orders and support sales campaigns, promotions, and special programs.
2. Customer Service & Complaint Handling
* Assist customers before, during, and after purchase.
* Handle customer feedback and complaints promptly and professionally.
* Support cases related to product allergies or skin reactions, delayed deliveries, missing or incorrect gifts, product returns, and other customer concerns.
* Ensure customers receive full support until their issues are completely resolved.
3. Order Tracking & Operational Coordination
* Monitor order status and ensure successful delivery to customers.
* Coordinate with logistics partners and internal teams to resolve delivery-related issues.
* Support product return, exchange, and refund processes in accordance with company and platform policies.
4. Operations & Sales Campaign Support
* Follow company operational procedures, customer service standards, and platform policies.
* Report and escalate issues to the supervisor when necessary.
* Support sales campaigns, promotional programs, and special projects as assigned.
Key Performance Indicators (KPIs)
Customer Response Time
* Respond to customer inquiries promptly according to platform standards.
* Ensure no customer messages or requests are missed.
Problem Resolution Quality
* Resolve customer complaints efficiently and professionally.
* Maintain a high successful resolution rate.
* Minimize negative reviews and prolonged complaints.
Customer Satisfaction
* Maintain professional and friendly communication.
* Provide accurate and clear product consultation.
* Deliver a positive customer experience across all sales channels.
Operational Compliance
* Follow procedures for order processing, returns, and warranty claims.
* Collaborate effectively with internal and external stakeholders to ensure smooth operations.
Job Requirements
* High school diploma or above.
* Strong communication and customer service skills.
* Basic English communication skills.
* Proficient in basic Microsoft Office applications with good typing speed.
* Strong problem-solving skills and ability to work under pressure.
Preferred Qualifications
* Experience in customer service on Shopee, TikTok Shop, or other e-commerce platforms.
* Knowledge or experience in cosmetics, skincare, or beauty products.
* Understanding of Shopee and TikTok Shop operational processes and policies.
* Experience handling customer complaints, returns, exchanges, and delivery-related issues.
Working Schedule
* Rotating shifts between 09:00 AM and 10:00 PM.
* Weekly schedule arranged based on operational requirements.
* One day off per week (non-fixed).
Benefits
* Competitive compensation package including base salary, allowances, and commission.
* 12 annual leave days per year.
* Full social, health, and unemployment insurance coverage in accordance with labor regulations.
* Health and accident insurance.
* Employee welfare programs, birthday gifts, and holiday benefits.
* Dynamic working environment with long-term career development opportunities.
