[Remote] Customer Experience Representative

About the Role:
As our CX Representative, you'll be the go-to person for ensuring a smooth post-purchase experience for our customers in Vietnam. You'll handle customer inquiries, support after-sales issues, and work closely with our ecommerce, operations, and product teams to ensure feedback is tracked and service quality is continuously improved. This role is perfect for someone with a passion for customer care and a proactive mindset in resolving problems and spotting improvement areas.
Key responsibilities:
Customer Support
• Respond to customer inquiries via phone, email, and live chat in a friendly and professional manner across all channels (Facebook, Instagram, Ecommerce)
• Provide clear, accurate information about Motherswork and Mama's Choice products, ongoing promotions, and store policies
• Handle personalization requests such as gift wrapping, gift cards, or embroidery
• Manage customer complaints or service issues, ensuring follow-up and timely resolution
Product & Service Knowledge
• Develop a strong understanding of Motherswork and Mama's Choice products range to recommend suitable options based on customer needs
• Advise customers on product usage, benefits, and suitability where needed
After-Sales Support
• Manage customer complaints, product-related issues, and coordinate resolution with internal teams (e.g., warehouse, logistics, CX manager)
• Track, respond to, and analyze customer reviews across platforms (e.g., website, marketplaces)
• Assist post-purchase requests such as exchanges, returns, and refund processing
• Monitor service recovery cases and ensure timely and satisfactory closure
CX Monitoring & Insights
• Share feedback trends with the internal team to support improvements in service or product offerings
• Contribute to simple internal reports to support better decision-making on customer-facing processes
Cross-Team Collaboration
• Work closely with the Singapore-based customer and ecommerce teams to ensure alignment on service procedures and updates
• Stay informed on any changes in shipping, operations, or promotions that could affect the customer experience in Vietnam