IDFL Việt Nam

Main Tasks:

• Investigate customer issues and complaints and provide appropriate solutions and alternatives. Follow up to ensure resolution.
• Build our conflict resolution training using arising issues as case studies.
• Work on events, and seasonal campaigns by coordinating with our Operation, Marketing, Event, and F&B teams to do the following: run delivery tests, build our training material for our CS team, and communicate all promotions, events, and new products to our customers.
• Provide Finance with all paperwork related to Customer Service (shipping fee, refunds),.
• Update our 3rd party delivery apps and our delivery system with new products.
• Make sure our products on our 3rd party delivery apps and our delivery system are always up to date.
• Answer all online reviews across all channels, and make sure every message from customers will be answered (Google, 3rd party apps, etc.)
• Keep our Customer Service training materials frequently updated.
• Fill up our weekly Customer Service reporting to submit to BOD.
• Work with other departments to improve our customer service experience across all brands and locations.
• Report directly to BODs monthly, quarterly, and annually.

Requirement:

• Previous experience in customer service.
• Familiar with communication channels such as Zalo, Facebook, etc.
• Meticulous and well-organized.
• Good oral and written communication skills.
• Fluent in Vietnamese. Fluent in English preferred.
• From 2 - 3 YOE

Benefit:

• Salary based on experience and skillsets.
• Social security and health insurance.
• 14-day annual leave
• Company trips

About Us

The Lab is a company of 150+ people and house of The Lab Creative and The Lab Concepts. We operate as one big family.

The Lab Concepts is a hospitality company that creates, owns, and operates a collection of thoughtful food, beverage, and lifestyle brands. Each is inspired by a surprising idea and simple focus on genuine connections between staff, customers, and partners. We own Blank, a Lounge located in Ho Chi Minh City, and Bakes, a patisserie.

Apply: people@thelabsaigon.com