Position: Senior Customer Service Coordinator

Salary: Negotiable

1, Main responsibilities:

* Customer Support & Issue Resolution (40%)

Handle escalated and complex customer issues via email, chat, phone, and social media.
Provide solutions while ensuring a positive customer experience.
Investigate and resolve customer complaints efficiently.
Ensure compliance with high service standards.

* Process Improvement & Quality Control (40%)

Identify gaps in customer service processes to optimize and suggest improvements.
Assist in implementing automation and self-service solutions.
Monitor key performance metrics (response times, resolution rates, CSAT) to ensure high standards in customer interactions
Collaborate with other teams (product, sourcing, and marketing) to improve service and product quality.

* Mentorship & Training (20%)

Support and train customer service representatives (agents)
Provide coaching on best practices, handling difficult cases to improve support quality
Assist in onboarding new hires and conducting training sessions.
Update the document and guidance

2, Requirements:

2+ years of experience in customer service, preferably in e-commerce or a multi-channel support environment.
Familiar with customer support tools like Freshdesk, Zendesk, Live Chat or similar platforms
Have experience in team management OR virtual training of a small team (7-10 people)
Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
Understanding of AI chatbots, self-service solutions, and automation in customer support is a plus

3, Working time & Location:

Monday to Friday: 8:30 AM to 6:00 PM (Lunch Break: 12:00 PM - 1:30 PM) - Hanoi Office

Location: 7th Floor, Hanoi Centerpoint, no. 27 Le Van Luong str., Nhan Chinh, Thanh Xuan, Hanoi.

4, Why joining us?

Attractive compensation packages:

Competitive skill-based and performance-based salary;
A guaranteed bonus of 1 month’s salary per year;
An annual bonus equal to 1 - 3 months‘ salary based on individual and business performance;
Modern working devices provided by the company;
Free home-cooked lunch served at the office;
A pantry full of fresh fruit, snacks, tea and coffee;
Comprehensive health coverage with PTI premium health insurance.

Personal and professional development opportunities:

Online & offline training programs conducted by supervisors, mentors, buddies;
Training & development reimbursement policy for employees, covering full/partial cost of external training programs.

A young and dynamic working environment:

A green and open-plan office that stimulates creativity and enhances productivity among employees;
Recreation spaces help employees get rid of stressful moments and refresh themselves.
At DLS, employees are heard, empowered and recognized for their contributions..

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