Mô tả công việc
1. Position Overview
Design, operate, and continuously optimize the end-to-end customer service system for LocknLock's Online channel, ensuring a consistent and professional customer experience across all platforms (marketplaces, D2C, social media), while managing the CS team (both in-house and outsourced) to meet targets on service quality, response time, and customer satisfaction.
2. Key Responsibilities
CS Process Design & Operations
• Build standard operating procedures (SOPs) covering the full customer interaction lifecycle: pre-sale consultation, order handling, complaints, returns/exchanges, and warranty claims.
• Standardize response scripts (chatbot, live chat, hotline, email) tailored to each platform (Shopee, TikTok Shop, Lazada, D2C website).
• Establish escalation procedures for complex cases, serious complaints, and customer-related PR/crisis situations.
• Collaborate with related departments (R&D, Logistics, Warranty/Technical, Marketing) to shorten resolution time and reduce recurring complaints.
• Continuously review and update processes based on real-world feedback and operational data.)
Team Management
• Manage, train, and develop the in-house CS team.
• Manage outsourced CS vendors/partners: evaluate capability, workload, and monitor output quality against contracts/SLAs.
• Build shift schedules and rotation mechanisms to ensure service coverage (including peak hours, holidays, and major sale campaigns).
• Conduct regular performance reviews and build development, reward, and disciplinary frameworks for CS staff.
Standards & Tracking
• Develop a set of service quality metrics (KPIs/SLAs): response time, resolution time, first contact resolution (FCR) rate, customer satisfaction score (CSAT), complaint/refund/return rate.
• Set up reporting systems and dashboards to track CS performance daily/weekly/monthly, by platform.
• Conduct root-cause analysis of recurring complaint categories and propose improvements to product, operations, or logistics.
• Provide regular reports to management on CS status, risks, and improvement recommendations.
Yêu cầu
Experiences
• Minimum 3 years of experience in customer service, preferably in ecommerce/retail.
• Experience managing teams, including outsourced staff.
• Strong understanding of marketplace operations (Shopee, TikTok Shop, Lazada), D2C website and Social channels.
• Skilled in process/SOP design; systems thinking and continuous improvement mindset.
• Strong data analysis skills, proficient in Excel/Google Sheets.
• Excellent communication, problem-solving, and crisis-management skills.
• Ability to work under high pressure, especially during major sale campaigns.
Personal Attributes
• Listening and understanding skills.
• Data-driven and results-oriented mindset.
• High attention to detail and strong problem-solving ability.
• Proactive, adaptable, and capable of working in a fast-paced environment.
Quyền lợi
Thưởng
Lương tháng 13 và chế độ khen thưởng (Incentive) tùy theo tình hình kinh doanh và thành tích
Đào tạo
Đào tạo nghiệp vụ
Phiếu giảm giá
Giảm giá cho tất cả các sản phẩm Lock&Lock
Thông tin khác
NGÀY ĐĂNG
17/07/2026
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
Customer Service Management, Ecommerce Operations, Data Analysis, Continuous Improvement, Customer Satisfaction
LĨNH VỰC
Nhựa & Cao su
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Bất kỳ
SỐ NĂM KINH NGHIỆM TỐI THIỂU
3
QUỐC TỊCH
Không hiển thị
Xem thêm
Thông tin chung
Nơi làm việc
- Lầu 9, Số 77 Hoàng Văn Thái, Phường Tân Phú, Quận 7, TPHCM
Cách thức ứng tuyển
Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:
Hạn nộp: 16/08/2026
