CS Ecommerce Executive (7-months contract)

I.     DETAILED JOB DESCRIPTION

• 1. Customer Experience & Hotline Ownership: ·      Own all incoming and outgoing customer communications via hotline. ·      Ensure all calls are answered, handled, and resolved within agreed service levels. ·      Deliver a professional, empathetic, and reassuring customer experience via phone.
• 2. Order Processing & E-commerce Operations: ·      Greet new Maison Online customers and confirm order details accurately to increase successful delivery rates. ·      Provide customer assistance across all order stages: payment, shipment, delivery, return, and refund. ·      Proactively track orders and coordinate with internal teams to ensure SLAs are met. ·      Push and follow up with relevant teams to resolve delays or issues impacting customer experience.
• 3. Revenue Protection & Opportunity Identification: ·      Reduce loss in the online sales funnel by recovering failed, cancelled, rejected, and returned orders. ·      Identify potential sales opportunities during phone interactions. ·      Transfer qualified sales leads promptly to the Tele Sales or Live Chat teams with complete information. ·      Ensure sales opportunities are never dropped, even though the role itself is not sales-targeted.
• 4. Issue Resolution & Escalation: ·      Resolve first-level inquiries related to orders, payments, delivery, and policies. ·      Escalate complex cases requiring deeper investigation to the Solutions Team with clear and accurate handover.
• 5. Operational & Process Understanding: ·      Develop strong knowledge of Operations, Buying, Logistics, E-commerce, Marketing, and Finance processes. ·      Ensure compliance with customer service policies and procedures. ·      Maintain accurate records of customer interactions and order follow-ups.

• III.  REQUIREMENTS ·      Experience in e-commerce operations, customer service, or hotline support. ·      Strong customer-first mindset with high attention to detail. ·      Excellent verbal communication skills in Vietnamese (English is a plus). ·      Ability to manage high call volumes and coordinate across multiple teams. ·      Familiarity with order management systems and CRM tools. ·      Strong problem-solving and follow-up skills. ·      Experience in fashion or retail e-commerce is an advantage.