Tuyển dụng CS Ecommerce Executive (7-months contract) tại Hồ Chí Minh

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.