Customer Service Specialist (Remote)

Department: Customer Service
Location: 13-16 Đường số 34, P. Bình An, Quận 2, TP. Hồ Chí Minh
Work Mode: Fully Remote (after 2-week onsite training)
Working Hours: 23:00 – 08:00 (Vietnam time)
1-hour break
6 days/week

Founded in 2015, Lixibox is a leading beauty e-commerce platform in Vietnam, trusted by top beauty influencers and millions of loyal customers. We provide a premium, curated shopping experience with 100% authentic products and smart beauty solutions. At Lixibox, we’re shaping the future of beauty commerce with innovation, integrity, and customer obsession.

Job Description

As a Customer Service Specialist, you'll be the frontline of the Lixibox customer experience. Your job is to deliver timely, thoughtful, and high-quality support that reflects our brand values and builds customer loyalty.

• Make outbound and receive inbound calls to support customers with product consultation, order inquiries, and payment issues
• Respond to customer messages via email, Facebook inbox/comments, TikTok Shop US, Shopify, and future channels
• Handle and resolve customer complaints with empathy and efficiency
• Provide warranty guidance and after-sales support
• Collaborate cross-functionally with logistics, operations, and marketing teams to ensure resolution of customer issues
• Use CRM tools to manage and track cases
• Maintain high standards of service quality and customer satisfaction KPIs

Must-Have:

• Minimum 1 year of experience in customer service
• Strong communication skills and problem-solving mindset
• English proficiency (written and verbal)
• Detail-oriented with logical thinking and the ability to work independently
• Comfortable working night shifts
• Background in retail or beauty/cosmetics industry, preferably
• Experience using CRM systems
• Familiarity with social media or eCommerce platforms (Facebook, TikTok, Shopify)