Fulfillment & Customer Success

4 weeks ago


Ho Chi Minh City, Vietnam The Wise Seeker Services Full time

Our mission is to support individuals who have a strong interest in technology and marketing as they develop their businesses, realize their potential, and nurture their entrepreneurial aspirations.

Location: Ho Chi Minh

Sector: Marketing

Personnel in charge: 0

**Functions**
- Optimize Ticket Response Time:
+ Reduce and maintain the team's ticket response time to less than 2 hours (200 tickets on daily average).
+ Reporting reasons for customer's complaints and suggesting solutions for improvement.
- Minimize Refund Rate:
+ Control the refund rate for all brands to less than 2%.
Reduce Dispute Rate:
+ Control the dispute rates of all payment gateways to less than 0.75
- Efficient Order Processing:
+ Make sure all orders are sent to suppliers within 3 hours and all orders are processed and shipped by suppliers within 48
hours.
- Performance Monitoring and Enhancement:
+ Set, track and evaluate KPIs and SOP for inhouse and outsourced customer support teams with proven tracking record

**Requirements**:

- Have at least 12 years of related experiences.
- Fluent in English communication (Written and Spoken), with an IELTS score above 7.0 or equivalent.
- Selfstarter and good team player
- Positive attitude, patient with people and willing to learn
- A commitment to physical fitness and a healthy lifestyle, can run at least 20km/week.
- We request all people to learn daily (only learn things that can support your work immediately) and share it with others.Understand our core values: 100%, Winning Mentality, Teamwork.

**Benefits**
- Social Insurance.
- Quarterly bonuses.
- Provide learning and development environment and courses (Tailored for individuals aspiring for personal development).
- Additional educational opportunities for technical skill enhancement.
- Access to a global ecommerce community.


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