Position: Senior Customer Service Coordinator
Salary: Negotiable
1, Main responsibilities:
* Customer Support & Issue Resolution (40%)
- Handle escalated and complex customer issues via email, chat, phone, and social media.
- Provide solutions while ensuring a positive customer experience.
- Investigate and resolve customer complaints efficiently.
- Ensure compliance with high service standards.
* Process Improvement & Quality Control (40%)
- Identify gaps in customer service processes to optimize and suggest improvements.
- Assist in implementing automation and self-service solutions.
- Monitor key performance metrics (response times, resolution rates, CSAT) to ensure high standards in customer interactions
- Collaborate with other teams (product, sourcing, and marketing) to improve service and product quality.
* Mentorship & Training (20%)
- Support and train customer service representatives (agents)
- Provide coaching on best practices, handling difficult cases to improve support quality
- Assist in onboarding new hires and conducting training sessions.
- Update the document and guidance
2, Requirements:
- 2+ years of experience in customer service, preferably in e-commerce or a multi-channel support environment.
- Familiar with customer support tools like Freshdesk, Zendesk, Live Chat or similar platforms
- Have experience in team management OR virtual training of a small team (7-10 people)
- Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
- Understanding of AI chatbots, self-service solutions, and automation in customer support is a plus
3, Working time & Location:
Monday to Friday: 8:30 AM to 6:00 PM (Lunch Break: 12:00 PM - 1:30 PM) - Hanoi Office
- Location: 7th Floor, Hanoi Centerpoint, no. 27 Le Van Luong str., Nhan Chinh, Thanh Xuan, Hanoi.
4, Why joining us?
Attractive compensation packages:
- Competitive skill-based and performance-based salary;
- A guaranteed bonus of 1 month's salary per year;
- An annual bonus equal to 1 - 3 months' salary based on individual and business performance;
- Modern working devices provided by the company;
- Free home-cooked lunch served at the office;
- A pantry full of fresh fruit, snacks, tea and coffee;
- Comprehensive health coverage with PTI premium health insurance.
Personal and professional development opportunities:
- Online & offline training programs conducted by supervisors, mentors, buddies;
- Training & development reimbursement policy for employees, covering full/partial cost of external training programs.
A young and dynamic working environment:
- A green and open-plan office that stimulates creativity and enhances productivity among employees;
- Recreation spaces help employees get rid of stressful moments and refresh themselves.
- At DLS, employees are heard, empowered and recognized for their contributions..