[ALDO] Customer Service Specialist

The Customer Service (CS) Specialist is responsible for enhancing the customer experience through effective management of customer inquiries, complaints, and feedback across all channels, including online (Website, Fanpage, Zalo) and offline. This role involves coordinating with various internal teams to resolve customer issues efficiently while maintaining a high standard of service. The CS Specialist will also contribute to the development of policies and processes that improve customer satisfaction and loyalty.

Key Accountabilities:

1) Handling Customer Feedback and Complaints

• Manage all customer inquiries, feedback, and complaints received through ALDO’s online portals (Website, Fanpage, Zalo) and offline channels.
• Coordinate with the Operations team (DSM, SM, Ecom Sup, Online Sales Leader) to resolve customer issues promptly.

2) Order Tracking and Refund Management

• Track orders to address customer inquiries about delivery times, manage returns, cancellations, and perform refund procedures in line with company policies.

3) Policy Development

• Contribute to the development of competitive exchange/return policies by researching industry standards and collaborating with other teams.

4) Customer Experience Improvement 

• Work internally on initiatives related to enhancing customer experience, including new website operations and process improvements.

• University graduate, preferably with a degree in Communication or MKT.
• At least 1 year of experience working in Customer Service, preferably in the retail industry.
• Strong communication skills, both over the phone and through online chat.
• Excellent information research skills.
• Strong data management and numerical skills.
• Ability to work effectively under pressure.
• Teamwork and collaboration.
• Strong customer service mindset.
• Effective time management and prioritization.