Phúc Giang PGI ★ 2.0

Mô tả Công việc

1. Customer Service (CS – Chat & Customer Feedback)

Handle live chat according to assigned shifts and respond within platform SLA.

Reply to customer reviews and inquiries using standard scripts while ensuring compliance with content guidelines.

Resolve customer issues related to orders, provide product information, order guidance, and warranty policy support.

Continuously improve customer service processes and workflows.

2. Refunds & Returns Management

Receive and process refund/return requests from customers.

Verify eligibility, prepare evidence (photos, videos, documents), and submit disputes/claims to Shopee/Lazada within deadlines to minimize rejection rates.

Follow up with customers to increase withdrawal rates of refund requests.

Maintain and update daily Refund Tracker, highlight cases nearing deadline.

3. E-commerce Inventory Management

Monitor actual stock levels across online warehouse, central warehouse, and e-commerce platforms.

Ensure accurate stock synchronization across systems to avoid overselling or unlisted stock-outs.

Coordinate with warehouse and line manager to update stock levels promptly.

Prepare inventory reports, classify fast-moving vs. slow-moving items, and propose stock transfers, replenishments, or clearance.

Provide alerts when inventory falls below safety thresholds.

4. Operational Tracking & Reporting

Generate periodic reports on on-time delivery rate, return/refund rate, inventory accuracy, and operational costs.

Analyze root causes of operational issues and propose corrective actions.

Yêu Cầu Công Việc

College/University degree in Economics, Business Administration, Logistics, Supply Chain Management, E-commerce, or related fields.

Experience in retail, logistics, or customer service is an advantage.

Minimum 1 year of experience in roles such as online customer service, e-commerce operations, order handling, refund/return processing, or inventory management.

Preferred: prior experience in dispute/refund handling with Shopee/Lazada or inventory management for e-commerce.

Detail-oriented, deadline-driven, especially with refund cases.

Strong communication & problem-solving skills (fast, polite, and policy-compliant chat response).

Proficient in working with inventory data and reconciling stock across systems/platforms.

Careful, process-driven, and highly responsible.

*Southern Vietnamese tone