Job Description:

• Understand deeply the account operation on Alibaba.com.
• Consulting and training customers on how to operate accounts via Zalo, email, phone … to ensure customers operate accounts in the best way.
• Interface with other departments for best possible cooperation and utilization of resources, e.g. Operations Leader, Export Leader for efficient supply of services and upgrading procedures.
• Receive the latest information and events from Alibaba to inform customers.
• Work as a translator for managers when required.
• When customers have problems, in charge of contacting Alibaba to help solve them. Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and provide professional customer support.
• Responsible for the efficient and professional daily operation of Service Team, both in terms of staff performance and operational systems
• Build short-term and long-term plans for Service Representative based on company sales target, including staff resource, staff training, functioning procedure improvement,… Ensure well-functioned administrative procedures in the Department, including correct and timely reporting
• Analyze advertising campaign’s performance data to help customers
• Lead the development of customer excellence projects, programmes, and processes intended to help the organization understand, analyze, and create a positive customer experience along with every touchpoint .
• Research on customer experience and innovation in terms of best practices, methodologies, and tools applied within and beyond the e-commerce industry.
• Gather intelligence related to the needs and wants of current and targeted customers; design and integrate systems and processes to support the collection and synthesis of customer feedback.
• Identify innovation opportunities in customer experience, develop and prioritize initiatives with business leaders and stakeholders that will encourage differentiation and customer loyalty.
• Develop measurement tools, as well as change and communications programmes, to continuously improve adoption of best practices throughout the organization.
• Work closely with other business functions to incorporate customer experience strategies and seek out opportunities to improve the customer experience.

Job Requirement:

• Enthusiastic, honest, and responsible.
• University Graduation.
• Proficient in Chinese with 4 skills of listening, speaking, reading, writing (for CSR Chinese positions).
• Proficient in English is a must.
• Priority has experience in the same position.
• Ability to work independently and withstand high work pressure.
• Proficient in Word, Excel, and Powerpoint.
• Effective communication and teamwork skills.
• Ability to stay calm when customers are stressed or upset.
• Experience working with customer support.

Benefits

• Full salary insurance, 12 days annual leave + 3 days sick leave.
• Salary: 10 million – 13 million (negotiable based on ability).
• Participate in company trips, YEPs, and attractive program events.
• Receive thorough training on products and skills during the working process from experienced managers of Innovative Hub and Alibaba.com Group.
• Working in a multinational environment, opportunities for personal and career development.
• Reasonable salary, business performance bonuses, incentives, training, rotation, and management upgrading according to company regulations.

Time & Space:

• Time: Monday – Friday (8:30 – 18:00).
• Place: Sala Town, 21 B4, An Loi Dong Ward, Thu Duc city, HCM.