Mô tả công việc
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
Yêu cầu
Qualifications:
• 1-2 years experience in customer service or CX, preferably in ecommerce or retail
• Strong written and verbal communication in Vietnamese and English
• Familiarity with platforms like Zendesk, Freshdesk, Shopify, or equivalent tools is a plus
• Detail-oriented with strong problem-solving skills and emotional intelligence
• Comfortable working night shifts and independently in a remote environment
• Being a parent or familiar with parenting products is a plus!
Schedule:
• Weekdays: 6:00 PM - 2:00 AM (with 1-hour break)
• Weekends: 9:00 AM - 9:00 PM (with lunch + dinner break)
• 1 weekday off per week
• Fully remote
What We Offer:
• Work-from-home flexibility
• A role with purpose-supporting moms and families across the region
• Opportunity to be part of Southeast Asia's #1 parenting ecosystem
Quyền lợi
Thưởng
Fully remote
Đào tạo
Opportunity to be part of Southeast Asia's #1 parenting ecosystem
Hoạt động nhóm
A role with purpose - supporting moms and families across the region
Thông tin khác
NGÀY ĐĂNG
22/07/2025
CẤP BẬC
Nhân viên
NGÀNH NGHỀ
Dịch Vụ Khách Hàng > Dịch Vụ Khách Hàng
KỸ NĂNG
English, Customer Service, CX Management, Zendesk, Freshdesk
LĨNH VỰC
Bán lẻ/Bán sỉ
NGÔN NGỮ TRÌNH BÀY HỒ SƠ
Tiếng Anh
SỐ NĂM KINH NGHIỆM TỐI THIỂU
1
QUỐC TỊCH
Không giới hạn
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Thông tin chung
- Ngày hết hạn: 22/08/2025
- Thu nhập: Thương lượng
Nơi làm việc
- 1A16 Đông Tây 1, An Phú, Thủ Đức, Hồ Chí Minh, Vietnam
- Hà Nội, Hanoi, Vietnam
- Binh Duong, Vietnam