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.