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:  

• Working time: 

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..