ABOUT SKECHERS
Skechers is a global leader in sport fashion retail, known for innovation, comfort, and style. Our E-Commerce Dept is undergoing strategic expansion to meet the growing demands of omnichannel retail.
Join us at a pivotal moment where your expertise will shape how E-commerce is done for a global brand in Vietnam
CORE DUTIES
Skechers Customer Service Executive are required to Resolve customers concerns and answer customers questions at their best ability. Maintain a positive attitude and calmly respond to customers complaints. Attract customers by promoting the product and company positively, answering questions and addressing concerns as they arise.
KEY ACCOUNTABILITIES
- Manage the Customer Service Hotline on product/promotion & services enquiries
- Manage the live chat functions of all channels social media & E-Commerce Sale platforms regarding queries & complaint resolutions
- Handle all customer feedback, and provide appropriate solutions in a timely manner to ensure customer satisfaction
- Maintain disciplined case management processes on all enquiries and feedback
- Regularly update internal stakeholders on customers feedback and work with the stakeholders to improve customer satisfaction
- Act as backend system administrator for the Skechers program
- Work closely with Operation team, Retail manager, and trainer to improve the work process and handle customers feedback more efficiently.
- Provide daily, weekly, monthly report updating the status of each feedback/ inquiries/ complaint/ follow up case.
- Any other ad hoc duties as assigned
REQUIREMENTS
- 2 years of proven customer support and admin experience
- Possess bachelor's degree qualification
- Able to use English effectively in speaking, writing, and reading
- Ability to work independently and able to multi-task, prioritize, and manage time effectively
- Customer service oriented and ability to adapt/respond to different types of characters/situations
- Strong phone contact handling skills and active listening
- Excellent communication (written/spoken) and interpersonal skills
- Familiarity with CS and CRM systems and practices an added advantage
- Proficient with Email written, social media messenger, Microsoft Word & Excel software
BENEFITS OFFER
- Competitive salary
- 2 months probation with 100% of gross salary and SMUI
- 13th month salary and yearly bonus
- Full benefit package applied according to current Labor law
- Professional and dynamic working environment in international company
- Healthcare insurance package and annual health check
- Internal employees with 50% discount of Skechers brand
Wellbeing & Engagement:
- Monthly Happy Hours
- Birthday gifts & vouchers
- Holiday gifts (Lunar New Year, Mid-Autumn, etc.)
- Hospitalization support & health visits
- Year-End Party, team bonding, and internal sports activities
Location: Saigon Trade Tower, Sai Gon Ward, HCMC
Working hours: Mon - Fri | 9AM - 6PM, 1 hour break
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