Customer Service Staff

1. Job Summary
We are looking for a Customer Service Staff to provide excellent support to customers and business partners by handling inquiries, processing orders, and ensuring a seamless customer experience. The role requires strong communication skills, attention to detail, and the ability to collaborate effectively with cross-functional teams in a fast-paced environment.
Working Hours: Monday to Saturday, 8:00 AM - 5:00 PM
Location: 17th Floor, UOA Tower, No. 6 Tan Trao Street, Tan My Ward, Ho Chi Minh City, Vietnam
2. Key Responsibilities
a. Customer Support
- Respond to customer and business partner inquiries via hotline, email, and Zalo.
- Receive and process lens orders accurately in the system.
- Provide product information and basic consultation regarding lens options, pricing, promotions, and company policies.
- Support customers in selecting suitable products based on their requirements.
- Build positive relationships with customers by delivering timely and professional service.
b. Order Processing & Coordination
- Create, update, confirm, or cancel orders accurately and efficiently.
- Monitor order status and proactively follow up to ensure orders are processed on time.
- Review order information and ensure all details are entered correctly.
- Coordinate with internal teams, including Warehouse, Production/Lab, and Logistics, to ensure smooth order fulfillment.
- Arrange urgent deliveries and support customers with time-sensitive requests.
c. After-Sales Support
- Handle customer requests related to product exchanges, returns, warranty claims, and order issues.
- Follow up on customer concerns and coordinate with relevant teams to provide timely solutions.
- Prepare reports and perform other administrative tasks as assigned by the line manager.