Customer Service Officer

Temporary - 6-Month Maternity Cover
We are looking for a Customer Service Officer to support Watsons Vietnam's customer experience across retail, e-commerce and digital channels.
The role will be responsible for handling customer enquiries, requests and complaints, coordinating with internal teams to resolve issues efficiently, and ensuring a consistent service experience across both online and offline touchpoints.
Key Responsibilities
Handle customer enquiries, requests and complaints via hotline, email, social media and customer service platforms.
Resolve customer issues related to orders, products, payments, refunds, VAT invoices, promotions and membership accounts.
Manage customer service cases from e-commerce marketplaces, including Shopee and Lazada.
Monitor and respond to customers across Facebook, Instagram, TikTok, Zalo OA and other digital channels.
Coordinate with Operations, Supply Chain, Finance, IT, E-Commerce and Trading to resolve customer issues within agreed SLAs.
Prepare reports and contribute to process improvement and customer experience initiatives.
What We're Looking For
At least 2 years of experience in Customer Service, Call Center, E-Commerce, Retail or related areas.
Experience in customer complaint handling is preferred.
Strong communication, customer-handling and problem-solving skills.
Good coordination skills and ability to work effectively with cross-functional teams.
Proficient in Microsoft Office, particularly Excel.
Detail-oriented, proactive, responsible and customer-focused.
Candidates who are available to join at short notice will have an advantage.
Contract: 6-month temporary employment / Maternity Cover.