Promptly address pre-sales and in-sales customer service issues on e-commerce platforms to ensure a positive purchasing experience and meet the platform's response time requirements.
Handle after-sales issues with customer orders and assist the warehouse with processing return/exchange orders.
Manage orders on e-commerce platforms to ensure timely fulfillment and meet platform logistics performance indicators.
Reconcile monthly logistics/warehouse bills and optimize existing processes.
Actively collaborate with the local team and headquarters to ensure the consistency of localized strategies in Vietnam.
Summarize and establish a customer service script library suitable for the Vietnam market, resolving common user issues effectively and promptly.
Identify and compile recurring customer issues, propose operational optimization solutions to enhance user experience.
Provide operational suggestions based on local Vietnam culture to assist in accelerating the localization process.
Provide product listing and store localization process and operational support for local Shopee/Lazada in Vietnam
What you will need
Language: Fluent in Vietnamese and English; proficiency in Chinese for work communication is a plus.
Over 3 years of experience in brand e-commerce customer service/order management or related fields.
Proficient in data analysis and skilled in using Microsoft Office and other software.
Strong sense of responsibility, proactive, meticulous, and diligent.
Excellent communication and logical thinking skills, with a spirit of teamwork.
Value the Pop Mart brand and focus on user experience.
