- Attractive salary based on abilities (25M - 30M VND).
- Full statutory benefits including social insurance, paid leave, and public holidays.
- Weekly afternoon tea sessions to foster team bonding.
- Monthly birthday celebrations for all employees.
- Regular team-building activities to promote teamwork and a positive work environment.
- Comfortable, youthful, and dynamic workplace culture that encourages personal and professional growth.
- Company-provided work equipment to support productivity.
- Free swimming pool access with company membership card.
- Quarterly performance bonuses and spot rewards for outstanding achievements.
- Competitive performance-based incentives.
- Annual 13th-month salary as a year-end bonus.
1. Manage CS & Fulfillment Operations
- Oversee the entire order processing workflow, including inventory control, shipping, and stock levels.
- Allocate tasks within the CS team to ensure optimal performance, meeting SLA and CSAT benchmarks.
- Coordinate effectively with departments (CS, Fulfillment, Suppliers) to resolve any operational issues.
2. Set up & Operate Management and Monitoring Tools
- Build dashboards and tracking tools on Freshdesk to monitor ticket volume, backlog, SLA compliance, customer satisfaction rate,
etc.
- Analyze and forecast ticket trends to proactively allocate resources and reduce backlog.
- Optimize support workflows using automation rules, canned responses, and customized workflows.
3. Performance Evaluation & Quality Assurance
- Conduct regular QA reviews by auditing chat, email, and ticket histories to ensure response quality.
- Monitor both team and individual KPIs: response time, daily ticket volume, resolution rate, etc.
- Identify root causes of recurring issues, provide coaching for underperformers, and continuously improve support guidelines.
4. Manage, Train, and Develop Staff
- Recruit, train, and develop the CS and Fulfillment teams.
- Foster a proactive, flexible work culture that encourages accountability and effective internal communication.
- Organize internal training on handling difficult customer interactions, communication skills, and emotional management.
5. Operational & Payment System Analysis
- Analyze operational data such as successful orders, return rates, complaints, and processing time.
- Monitor payment gateway performance to ensure system stability, and respond promptly to transactional errors.
- Propose system improvements and collaborate with technical teams to enhance performance and user experience.
Experience: Minimum 3 years of experience in customer service or fulfillment within the Dropshipping or POD industry, and at
least 1 year in a management role.
Professional Skills:
- Proficient in CRM and helpdesk software such as Freshdesk, Zendesk, or similar platforms.
- Skilled in using Excel, Google Sheets, and dashboard/reporting tools.
- Knowledgeable about automation tools and workflow optimization.
Management Skills:
- Ability to lead, train, and develop a high-performing team.
- Experience in building and implementing quality assurance (QA) processes.
- Strong problem-solving skills and effective handling of escalated issues.
Analytical Skills:
- Data-driven mindset with the ability to monitor and evaluate operational metrics (KPIs).
- Capability to identify bottlenecks in processes and propose improvements.
Communication Skills:
- Excellent verbal and written communication skills.
- Ability to collaborate with related departments and manage stakeholder expectations.
Personal Attributes:
- Proactive, detail-oriented, and results-focused.
- Ability to work under high pressure and adapt quickly to changing environments.
- Responsible and a strong team player.
