The Company
Olaben is a rapidly expanding premium activewear brand dedicated to inspiring individuals to live mindfully and achieve their full potential. Additionally, we operate a sub-brand, Olaben Nutrition, providing nutritious snacks and foods to the Vietnamese market. Our commitment to quality and elegant design, coupled with our use of eco-friendly materials and ethical production processes, has garnered a loyal customer base that includes celebrities and influential yogis. At Olaben, we uphold our core values of passion, perseverance, and grit, promoting personal responsibility, entrepreneurship, and inclusivity in all that we do.
Your Responsibilities
Customer Service Operations
- Ensure all customer inquiries, complaints, and issues are handled promptly, efficiently, and professionally while maintaining high levels of quality and customer satisfaction.
- Monitor customer service metrics and KPIs to identify trends and areas for improvement, providing insights and recommendations to senior management for process enhancements.
- Develop and maintain customer service policies and procedures, ensuring alignment with Olaben's overarching goals and objectives.
- Collaborate cross-functionally with departments such as Marketing, Sales, and Operations to optimize the customer service experience across various platforms.
- Optimise existing ways and develop new ways of providing optimal customer experience, and work to ensure a consistent experience is provided across channels and brands. Including optimising CS related content, policies, processes.
Communication and Reporting
- Maintain strong communication channels with senior management and other departments regarding customer service matters, including challenges and opportunities.
- Provide regular reports and insights on customer service operations and performance to senior management and other stakeholders.
- Collaborate with other departments to develop and implement customer service-related communications and marketing initiatives.
Who we are looking for
- Bachelor's degree in Business Administration, Marketing, or a related field.
- 5+ years of experience in customer service management, preferably within e-commerce or retail.
- Excellent communication skills, both verbal and written, with the ability to liaise effectively with customers, team members, and senior management.
- Strong leadership skills and experience managing a small team of 1-2 customer service representatives.
- Proven track record in meeting or exceeding customer service metrics and KPIs.
- Strong analytical skills and experience leveraging data to drive decision-making and process improvements.
- Experience in developing and delivering training programs and materials.
- Strong problem-solving and conflict resolution skills.
- Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
- Passion for health and wellness, along with a genuine interest in Olaben's mission to empower individuals to lead healthier and happier lives.
The Benefits
- Competitive salary and compensation package, including commission
- Joining a young, dynamic, and growing team and company that provides numerous growth opportunities.
- High level of autonomy and responsibility to drive positive change within the organization.
Company Information
- Working Hours: Monday - Saturday/ 8h00 - 17h00 (remote on Saturday)
- Working Address: 6-8 Giang Vn Minh, An Ph, Thu Duc ( old address)
