I. MAIN ROLES & RESPONSIBILITIES:

Customer Interaction:

• Receive and process customer inquiries, requests, and complaints via Facebook, Email, Zalo, Hotline, Instagram, TikTok, etc.
• Resolve customer complaints and issues efficiently and professionally, offering appropriate solutions and alternatives.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the outcome.

Communication and Coordination:

• Maintain and effective communication with customers.
• Liaise with other departments within the company, to resolve customer issues and fulfill requests.

Data Management and Reporting:

• Summarize customer interactions and details of inquiries, complaints, and resolutions in the customer service database accurately and completely.
• Gather customer feedback and insights to identify areas for improvement in products, services, and customer service processes.

Continuous Improvement:

• Stay up-to-date on merchandise, company policies, and industry trends to enhance customer service.
• Identify process inefficiencies and propose solutions to improve customer service quality and efficiency.

Perform other tasks as assigned by Line Manager

II. REQUIREMENTS:

Education and Knowledge:

• A bachelor's degree in a related field is required.
• Retail and customer service experience preferred.

Experience:

• 1-3 years of experience as a Customer Service or similar role.

Skills and Abilities:

• Technical skills related to the use of the product or service
• Collaboration Skills
• Time management
• Communication Skills
• Problem-Solving Skills