Report to: ODM Commercial & Ops Director.
Location: 555 3/2 Street, 8 Ward, District 10, Ho Chi Minh City.
Working time: 8:30 AM to 5:30 PM (Monday – Friday) and 8:30 - 12:30 (Saturday Morning).
Responsibilities:
1. Customer Operation (CO) Tasks:
- Respond to inquiries: Handling customer inquiries through various communication channels like live chat, email, phone, and social media, regarding products and orders.
- Issue resolution: Addressing problems such as defective products, incorrect orders, and refund requests, ensuring compliance with the company’s return and warranty policies.
- Order tracking: Helping customers track the status of their orders and deliveries, and resolving any shipping-related issues they may encounter.
- Product and payment guidance: Providing information on products, payment methods, and promotional offers to assist customers through the purchasing process.
- Collecting and responding to feedback: Gathering and acting on customer reviews and feedback to improve services and products.
- Account health management: Monitoring and ensuring the health of the shop's account, which could involve tracking metrics such as sales, customer satisfaction, and product performance.
- Livestream support: Providing assistance during live streaming events, possibly assisting with customer queries during these sessions.
2. Prepare Account Health Reports:
- Reporting (Weekly, Monthly, Quarterly): The role involves creating reports that analyze the health of the shop's account and other relevant metrics. These reports will be result-oriented, meaning they focus on outcomes and performance improvement.
3. Other Tasks/Projects:
- Additional responsibilities: The employee may be tasked with other duties or special projects as assigned by the team leader or manager, potentially related to improving customer service or supporting other business functions.
