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.

Share

Comments