Ecommerce & Customer Service Executive – Pandora Vietnam

---

Department:​​ Pandora Vietnam
​Position Title:​​ Ecommerce & Customer Service Executive – Pandora Vietnam
Reports to: Managing Director (Pandora Indochina)
Direct Reports: NIL

Customer Service

• Ability to interact with our customers effectively and efficiently via various communication channels (Facebook, Zalo…) regarding billing issues, product problems, refunds, exchanges, service questions and general client concerns.
• Handle customer complaints coordinate with related departments in providing appropriate solutions and alternatives within the time limits.
• Analyze customer’s needs and coordinate with the Marketing, Operations or Merchandising.

 
Order Fulfilment

• Review orders daily and allocate it to stores, regarding its location and stocks, complete delivering orders to the customers within the time limit.
• Follow up on existing issues and keep customers updated on the status of their orders.
• Assist and coordinate the online ordering process via Cocomi.vn, Lazada, Tiki.
• Working between multiple web apps to enter, pull, and assess customer information
• Document and update customer records based on interactions.
• Work with Merchandise and Marketing team to stay updated on product knowledge and promotion, campaign, program.
• Upload new collection products to website Cocomi.vn and other channels.

 
Requirements/ Qualifications:

• Experiences in selling at Ecom platform (Lazada, Tiki, Shopee…) is a plus.
• Ability to prioritize and multitask
• Positive and professional manner.
• Excellent written and verbal communication skills in Vietnamese. Communication skills in English.
• Outstanding attention to detail.
• Have experience handling a high-volume workflow in a professional setting
• Flexible with working hours, as your schedule will be based on business needs and may include overtime.

​Good to have attributes

• Takes initiative and being proactive
• Excellent planning and analytical skills
• Resourceful, fast and efficient and able to work independently
• Result oriented person, meticulous with an eye for details
• Effective time management & prioritization skills

 
Decision making:
Without referral to manager

• Prioritization & delegation of tasks within assigned tasks
• Coordination with 3rd party contractor/ vendor on quotes and tasks
• Monitoring the schedule of contractor/ supplier

 
After consultation with manager or others

• Resolution of decisions which involve or impact customers/ company
• Implementation of processes/ changes to SOP
• Increase in expenditure which has not been approved