KEY RESPONSIBILITIES
Customer care
Following support customer to warranty product
Receive, answer questions, and resolve customer complaints about products, service quality, sales programs, and customer policies.
Consulting & answering product feedback for customers on e- commerce platform, Zalo, Hotline, Mail (comments, Q&A, inbox)
Advise customers on sales policies including: return policy, Delivery time, Consulting information about suitable product
Respond to customer reviews and handle bad reviews
Provide an invoice when requested by the customer
Take care of existing and potential online customers of partner websites to detect customer needs (wholesale)
Online order management
Export statement from platform & create detail packing list detail to accountant team issue invoice
Keep track of confirmed and delivered orders on time on the e- commerce platform
Call confirm order daily on Website/ Tracking SPX delivery partner status
Coordinate with departments to handle partner issues: Orders, returns, complaints, payments, liabilities, other arising issues …
Tracking and complaint to platform with problem of return order
Synthesize the issues arising from cancellation / return orders (if any) & handled according to internal and partner working processes
CRM/Campaign/Suppliers
Update Q&A questions, guidelines, product training, and policies for agency CS and technical team
Set up Flash Sale in Store daily, Register campaign on E- commerce platform, Set up promotion price
Publish content CRM to push customer on daily & campaign day
Tracking complaint orders due to partner errors such as lack of packaging cameras, resulting in lost goods, and sending compensation requests to partners every month
Send reconciliation and acceptance reports for the first week of the month to suppliers/partners, contracts, and track payments.
Develop a job goals
Willing to arrange work in coordination with internal team to feedback and answer customer, partner in group following the schedule of direct management (evening and weekend) & big program.
Make sure to fulfill the target by direct management: Response rate; Response time; Rate of positive reviews; Responding to customer reviews; Claim rate; Cancel Rate
Other jobs
Be obliged to report to the direct management any problems arising outside of the scope of expertise
Report and send weekly work plan to direct management
Coordinate with specialized departments to handle arising issues related to the scope of work in charge
Other jobs at the request of direct management
