Team Lead Customer Service (Ecommerce | Chinese Speaking)

• Location: 11th floor, Athena buidling, 146 Cong Hoa, Tan Binh, HCMC.
• Working time: Full-time, 4 days off/ month | Fixed shifts and sometimes rotating shifts,
• The interview will be conducted entirely in either Chinese or English.
• Preference will be given to candidates who can interview and start work immediately.

1. 07:00 AM - 03:00 PM (usually follow this shift)
2. 04:00 PM - 12:00 AM

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Responsibilities

1. Responsible for the daily management, training, and performance evaluation of the local customer service team in Vietnam, ensuring the efficient operation of the team.

2. Develop and optimize customer service processes and standards to enhance customer satisfaction and service response efficiency.

3. Understand the store activities, product information, and promotional plans of cross-border e-commerce platforms such as Shopee and Lazada to ensure compliance and accuracy.

4. Coordinate the operations team to handle customer service related matters such as product listing, price adjustments, and event planning

5. Supervise order review and abnormal order handling (such as logistics delays, stockouts, etc.) to ensure order fulfillment rate.

6. Lead the resolution of after-sales issues (returns, repairs, complaints, etc.) and maintain brand reputation.

7. Capable of conducting pre-sales conversion, converting pre-sales consultation users into paying users, responsible for customer pre-sales and after-sales consultation, conducting pre-sales sales conversion, and providing professional product and service answers.

8. Collaborate with logistics, after-sales, marketing and other departments to optimize customer service experience.

9. Assist in handling sudden customer complaints and develop emergency plans.

10. Can handle frontline wiring tasks with a small team size in the early stages.

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Qualifications

1. Able to communicate daily work in Chinese (From HSK3) OR English (Fluent).

2. More than 2 years of customer service experience in the home appliance industry, familiar with the entire customer service process and standards. Priority given to those with work experience in Chinese companies and familiarity with Shopee, Lazada, and TikTok e-commerce platforms.

3. Possess communication, expression, and organizational coordination skills, able to independently conduct daily data analysis, and proficient in using office software.

4. Possess good ability to handle emergencies and respond to changes, with strong resilience against pressure.

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Benefits

- Salary: Negotiable

- Work in a dynamic, creative environment with young, close colleagues.

- 13th-month salary bonus, hot bonus, salary/performance review, ...

- Social, health & unemployment insurance based on Labor Laws;

- Participate in Company and Group activities: Team building, travel, healing retreat, ...

- Opportunities for development and advancement.

WELCOME TO SHAREWORK <3