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Check with seller Customer Service / Care Specialist (E-commerce)
- Location: Đồng Nai, vietnam
JOB DESCRIPTION: E-commerce Customer Service Specialist
Job Responsibilities
Omnichannel Support: Provide high-quality support to customers across all E-commerce touchpoints (Marketplace chat, Social Media, Email, Hotline, and Website) to ensure a seamless shopping experience.
Inquiry Management: Promptly respond to product inquiries, order status requests, shipping questions, and payment issues with accuracy and empathy.
Conflict Resolution: Handle customer complaints, return/refund requests, and negative reviews in a professional and constructive manner, turning negative experiences into positive brand interactions.
Operations Alignment: Collaborate closely with the Order Processing and Warehouse teams to resolve fulfillment errors, shipping delays, or stock issues reported by customers.
Feedback Collection: Identify recurring customer issues or pain points and report them to the E-commerce Operations/Marketing teams to improve product pages, shipping processes, and overall service quality.
Platform Policy Compliance: Ensure all responses align with platform-specific guidelines (Shopee/Lazada/TikTok/etc.) to maintain a high store rating and avoid penalty points.
Proactive Engagement: Actively suggest upselling or cross-selling opportunities based on customer needs during conversation, when appropriate.
Performance Reporting: Maintain daily logs of customer interactions and report key service metrics such as response time, resolution rate, and customer satisfaction score (CSAT).
Job Requirements
Education: Bachelor’s degree in Business, Communications, Hospitality, or related fields.
Experience: 1–3 years of experience in Customer Service or E-commerce support.
Technical Skills:
Proficiency in managing E-commerce Seller Center chat tools and CRM software.
Strong written and verbal communication skills in both Vietnamese and English.
Ability to use office tools (Excel/Google Sheets) for tracking customer data and reports.
Soft Skills:
Emotional Intelligence: Ability to remain calm, patient, and empathetic, especially when dealing with difficult customers.
Problem-Solving: A resourceful mindset to find quick solutions while adhering to company policies.
Time Management: Ability to manage multiple chat threads simultaneously without compromising response quality.
Adaptability: Ability to stay updated on new platform features and changing return/refund policies.
Benefits
Competitive Compensation: Attractive base salary + performance bonuses (based on CSAT, response time, and conversion).
Insurance: Full social, health, and unemployment insurance in accordance with local labor laws.
Growth Opportunities: Training on advanced communication techniques, conflict resolution, and potential for promotion to Customer Experience Team Lead or E-commerce Specialist.
Work Environment: Supportive, customer-centric team environment with clear operational guidelines.
Perks: Competitive leave policy, annual health checks, team building, and various holiday benefits.
Industry Keywords: Customer Experience, Conflict Resolution, Live Chat, Order Support, CSAT, Marketplace Operations, Brand Loyalty.
Attributes: Empathetic, Patient, Communicative, Quick-witted, Organized.
Useful information
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