Customer Support Junior (8-month contract)

About Marou

At Marou, our mission is to connect the world with award-winning Vietnamese Chocolate. We are a vertically integrated chocolate company dedicated to crafting the finest artisanal chocolates using only the highest quality ingredients. With a commitment to exceptional taste, sustainability, creativity, and design, we aim to provide a unique and indulgent chocolate experience to our customers. Our products are distributed worldwide, and we pride ourselves on maintaining a high level of customer satisfaction.

ROLE PURPOSE

As part of Marou's Customer Care team, the Customer Support Junior is the first point of contact for customers across every channel, ensuring fast, warm, and helpful responses. The role handles around 25 to 30 customer interactions per day across email, chat, WhatsApp, call center, and social channels, covering enquiries, orders, complaints, and class bookings.

Success is measured by response time, customer satisfaction (CSAT), and resolution rate, contributing directly to a positive customer experience and a strong brand impression at every touchpoint.

KEY RESPONSIBILITY

Customer communication & support

• Respond to customer messages across email, chat, WhatsApp, call center, and social channels.
• Receive and handle customer complaints regarding orders, services, and product quality.
• Handle enquiries and requests related to orders.
• Contribute to a positive tone and consistent brand voice in all responses.

Workshop & class booking management

• Manage bookings for chocolate workshops and tastings, including scheduling, capacity, confirmations, rescheduling, and cancellations.
• Keep the booking calendar accurate and coordinate with the operations team on availability.
• Answer booking enquiries and guide customers through the reservation process.

Issue handling & escalation

• Gather the necessary information to understand and resolve customer issues.
• Escalate more complex or sensitive issues to senior team members with clear context.
• Follow up to ensure issues are resolved and customers are kept informed.

Tracking & knowledge base

• Track daily incoming issues and identify recurring themes to flag to the team.
• Support helps center updates and FAQ maintenance to keep self-service content accurate.
• Contribute suggestions to improve response templates and common workflows.

Performance & quality

• Meet response-time, CSAT, and resolution-rate targets across all channels.
• Maintain quality and consistency even during high-volume periods.

MINIMUM REQUIREMENTS

• At least 6 months of experience in a customer care or customer support role.
• Strong attention to detail and a customer-first, empathetic attitude.
• Proficiency in English.
• Good communication skills.
• Organized, proactive, and able to manage multiple conversations across channels.
• Calm and professional when handling complaints or difficult situations.

PREFERABLE REQUIREMENTS

• Previous experience in customer service, support, or hospitality.
• Familiarity with helpdesk/ ticketing or CRM order-management tools.
• Experience in a call center or multi-channel support environment.
• Interest in chocolate, specialty food, or premium lifestyle brands.

MAROU WORKPLACE COMMITMENT

At Marou, we foster a transparent, diverse, and inclusive workplace where all recruitment and career development decisions are based on qualifications, skills, and experience. We are committed to providing equal opportunities for learning and growth, ensuring fair compensation and safe working conditions, and maintaining a respectful workplace free from harassment and discrimination.

PERSONAL DATA PROCESSING NOTICE

In accordance with the laws on personal data protection, we shall apply the Personal Data Processing Notice to all candidates. By submitting your application to Marou Chocolate, you confirm that you have read and understood the Personal Data Processing Notice available at the following link: Marou-Privacy Notice to Candidates & Employees-EN.pdf, and consent to our processing of your personal data for the purpose of assessing your suitability for the position and preparing for your potential employment with us.

Working time: 6 days per week, with rotating morning and evening shifts.

Working location: 64 Xuan Dieu Ward, Tay Ho, Hanoi.