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Customer Care Assistant

4 months ago

Ho Chi Minh City, Vietnam Scalefast Full time

Do you have a native level of Japanese and excellent English?

Scalefast helps amazing brands develop successful Direct-to-Consumer online businesses. Our next-generation technology platform is built to optimize modern eCommerce. Our end-to-end infrastructure includes global merchant-of-record agreements, fulfillment, subscription, loyalty programs, and finance functions to deliver new revenue and delightful brand experiences with a proven track record with global brands.

In our Customer Care team, we are looking for people to provide first-line support to our customers by quickly and accurately responding to customer inquiries and maintaining high customer satisfaction, collaborating externally and internally to ensure the order flow quality and guarantee the good flow of orders from the moment of the purchase until its shipment by performing control tasks.

**What do we offer?**
- Located in the heart of Ho Chi Minh City, our office supports the birth and growth of creative ideas and product development
- Become part of a multicultural happy family where you can contribute with your experience and learn from the experience of others
- Working with senior developers with fast and sustainable development mindsets
- Work with amazing global brands
- Flexible working hours with 2 remote days per week
- Get the opportunity to influence the future of our services and platform
- Full coverage health insurance
- Lunch and parking allowance
- 18 days of annual leave
- English class every Friday
- Weekly and monthly team building activities (meals / outdoor activities / short trips
- Mental Health Wellbeing Program

**Efficiently respond to customer inquiries and maintain high customer satisfaction.**
- Provide accurate, valid and complete information to the end-user by using the right methods/tools
- Follow communication procedures, guidelines and policies
- Twitter tickets - Public and private messages
- Duplicates - Merge duplicated tickets together
- BBB complaints
- Manage other external platforms to efficiently reply to customer inquiries (Amazon/eBay)

**Collaborate externally and internally to ensure the order flow quality**
- Communication with 3PL to investigate or solve any delivery issue
- Communicate directly with the payment platform if further action is needed
- Communication with clients through various channels (Outlook, Slack, etc...)
- Communicating and coordinating with colleagues as necessary

**Guarantee a good flow of orders from the moment of the purchase until its shipment by performing control tasks.**
- Identify fraudulent patterns on SAFE manual verification checks and escalate accordingly
- Record correctly in Redmine the time spent with SAFE checks and Clients operations
- Handle OCR check
- Understand the details appearing in the payment platform when looking for an order
- EDI checks - Remove any errors that might appear in the address and contact customer if needed to confirm
- Be able to handle account deletions
- Knowledge of using internal scripts
- EDI Resends - Gather all orders that need resending and escalate to the Fulfillment team
- Process refunds through our payment platform

**Work schedule: 4 AM to 1 PM, with 1h meal break