Hcm - Customer Service Executive (E-Commerce)

E-com / Hotline:

- Own all communications between the company and customers via phone channels, across hotlines.

- Ensure all incoming phone requests from customers are acknowledged, owned, handled within agreed time, and handled professionally leaving a high customer experience.

- Consult, advise, and assist customers with products, brands, prices, campaigns, services, orders, and policies via phone channels.

- Greet new Maison Online customers and confirm order details with the highest quality and time service levels to increase the chance of successful deliveries.

- Provide customer assistance in all operations related to orders, at each stage of the shipment, payment, return and refund processes; coordinate with internal teams to ensure all SLAs are met at each stage of the shipment, payment, return and refund processes.

- Decrease the loss of opportunity in Maison Online sale funnel by converting failed, cancelled, rejected, and returned orders.

- Identify potential customers from phone communications, actively interact, and transfer sales opportunities to the tele sales team.

- Have full understanding of Operations, Buying, Logistics, E-commerce, Marketing and Finance processes, together with customer service policies, to provide first level of customer support via hotline with the highest quality and time service levels.

- Escalate and transfer issues appropriately and correctly to the solutions team for requests that require further investigation.

Benefits of Maisonista:

- Basic salary + lunch allowance + parking allowance

- 12 - 15 days annual leave

- Participate in Social Insurance according to labor law regulations

- Generali 24/7 accident insurance

- Periodic health examination

- 13th month bonus, Kpi bonus per year

- Review salary once a year

- Enjoy purchasing policies at preferential prices exclusively for Maison employees.

- Graduated College.

- Experience from 1-2 years.

- Well communication skill.

- Problem solving and analysis skills.

- Friendly, enthusiastic, capable.

- Proficient in Word, Excel, Outlook, Internet and Power Point.

- Ability to adapt: Eager to learn

- Withstand pressure.