Customer Service and Operations Executive

5 days ago

Hanoi, Hanoi, Vietnam Weavve Home Full time

Are you ready to become part of a brand that's redefining luxury and comfort in homes? At Weavve, our mission is to transform homes into havens of relaxation and make a good night's sleep accessible to everyone; and we're searching for individuals who are just as passionate about making this a reality.

In our endless search for simple yet appealing home products, we were often faced with frustration and were disappointed at what was available in the market. As such, we started Weavve in 2019 and have stood firmly by one belief since: each Weavve essential is designed to be exactly what we'd enjoy using in our very own homes.

What you'll get

Flexible work arrangements where appropriateExposure to meaningful, challenging work that stretches youA fast-paced, high-energy environment perfect for quick learnersOpportunities for growth and skill enhancementAutonomy and ownership, without bureaucracyA friendly, supportive and collaborative team that values innovation and initiative 

What you'll do

Weavve is a multi-channel business spanning both B2C and B2B segments, across e-commerce and physical retail. We are looking for a highly organized and proactive Customer Service and Operations Executive to support day-to-day operations within our eCommerce and retail business. This role ensures that orders run smoothly, inventory and product data stay accurate, and our customers receive exceptional service. The ideal candidate excels at multitasking, thrives in fast-paced online retail environments, and is comfortable working with digital tools and eCommerce platforms.

Your roles and responsibilities will include: 

Customer & Marketplace Support

Respond to customer inquiries across email, chat, or marketplace messaging systems.Handle returns, refunds, and replacements according to company policies.Maintain compliance with marketplace requirements and performance metrics.Maintain a positive, empathetic, and professional tone in all customer interactions.Uphold and enhance the brand's customer experience standards with the aim of delighting customers with our service in all circumstances.

Order & Fulfillment Support

Monitor order flow across sales channels (e.g., Shopify, Shopee, Lazada, TikTok, Retail).Track and troubleshoot order issues including delays, address problems, and fulfillment errors.Coordinate with fulfillment centers, warehouses, or 3PL partners to ensure timely shipping.Update customers with delivery status or resolve shipping-related inquiries.

Inventory & Product Management

Assist with inventory tracking, stock level monitoring, and restock notifications.Update product listings, descriptions, images, pricing across platforms.Coordinate with suppliers and vendors regarding shipments, invoices, and product availability.Maintain digital catalogs, SKU lists, and inventory spreadsheets.

Operations & Administrative Support

Manage daily tasks such as data entry, reporting, and scheduling.Prepare operational reports, sales summaries, and performance dashboards.Help manage internal documentation, SOPs, and workflow processes.Communicate with cross-functional teams (marketing, customer support, warehouse).

Who you are and what you bring 

We're not looking for someone with every single skill checked off. What matters most to us, is good attention to detail, a customer first mentality and a learning mindset.

You have 1–3 years of experience in eCommerce, retail operations, virtual assistance, or related fields.You have strong understanding of online retail processes, order management, and fulfillment workflows.You have experience with eCommerce platforms (Shopify, Shopee, Lazada, TikTok, Retail, etc.).You have excellent written and verbal communication skills in English and MandarinYou are highly organized with strong multitasking ability, prioritization skills and attention to detail.You have strong problem-solving skills, are outcome focused, and have the ability to work independently in a remote environment, while knowing when to check in with team mates when necessary.You embrace flexible hours, knowing that cross-border operations and time-sensitive campaigns are part of the e-commerce landscape.You are comfortable with spreadsheets and data tools (Google Sheets, Excel), as well as Microsoft Office / Google Workspace. You are tech-savvy with the ability to learn new software quickly.

Bonus Qualifications

Experience with inventory systems (e.g., Cin7).Familiarity with project management tools (e,g Asana, Slack).Knowledge of shipping carriers and logistics workflows.Graphic editing or basic content creation skills (Canva, Photoshop) is a plus.

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