Onpoint ★ 2.1

Mô tả Công việc

Reporting to the Customer Service SWAT Team Leader, you will be responsible for:

The Role:

This role requires the candidate to be a key point of contact for resolving customer issues and ensuring a positive experience on our e-commerce platform.

Handle complaints with professionalism and empathy, working cross-functionally to investigate problems and deliver timely, effective solutions.

Operation – Daily Tasks:

• Receive, categorize, and handle customer complaints related to orders, products, and services on the e-commerce platform.
• Coordinate with relevant departments or stakeholders (including Customer Service / user growth/ commercial/ Warehouse/…) to verify information and provide appropriate solutions.
• Ensure all complaints are resolved in accordance with company procedures, within the required timeframe, and with a focus on customer satisfaction.
• Record and update complaint information in the CRM system.
• Understand customer journeys to find out pain points/ opportunities and take relevant actions for improvement across different touchpoints.
• Participate in internal training and stay updated on product knowledge, policies, and new procedures
• Assist the team with ad-hoc tasks assigned by line manager.

Yêu Cầu Công Việc

• Bachelor's degree, preferably in Business Administration
• At least 6 months working experience in customer service preferably in an E-commerce industry.
• Proficiency in office software and CRM tools is a plus.
• Strong communication skills and the ability to handle situations tactfully and flexibly.
• Patience and the ability to work under pressure.
• Logical and structure thinking with detailed orientation.
• Good problem solving and enjoy root cause analysis, especially in connecting the dots.
• Willing to search for new standards and global best practices to Solid technical skills in Microsoft Office, Excel

Quyền lợi

• Allowances
• Work from home 4 days/month
• Full salary insurance
• Premium health insurance
• Flexible check-in/check-out
• Tet, performance bonus
• Up to 19 days of leaves
• Laptop provided