• Monitor online transactions daily. Includes placing orders, building and sending tracking shipments, and tracking returns.
• Learn and keep track of each affiliate retailer's online order process. 
• Stay updated on customer's orders and reach out to retailers if needed for order updates.
• Work with the backend to keep track of customer payments and refunds for returns, etc.
• Keep up with order sales monthly.
• Collaborate with the styling service team to proactively solve customer pain points
• Answering the phone, returning calls, and troubleshooting different processes over the phone with customers.
• Assist and spear-head shipping and receiving of product
• Assist with growing the business with new ideas and processes.
• Identify issues and repair opportunities with smartphones and work to resolve them with team members.

Skills: Order Tracking Management, Affiliate Process Monitoring, Customer Order Updates, Payment and Refund Processing, Monthly Sales Tracking, Customer Issue Resolution, Phone and Process Troubleshooting, Shipping and Receiving Assistance

• Performing account setup tasks such as adding users, job, and email templates, enabling features, etc.,
• Collaborate with services counterparts in customer success (onboarding, training, & technical services) to ensure we deliver a cohesive experience
• Display ownership of assigned projects
• Identify opportunities to improve the customer support experience, embracing a company culture of continuous optimization and enhancements
• Define strategy and guidelines, KPI and criteria on contact center sales, customer care, billing and credit management processes
• Ensure proper implementation and progress monitoring in the countries and top-quality service to the customers
• Identify improvement initiatives, based on countries’ performance and analysis of related issues
• Manage the implementation leveraging on Country units, as well as ensure best practices sharing
• Independently and proactively provide high-quality support to the Customer Operations team
• Managing a high volume of legal documents

Skills: Account Setup Management, Cross-functional Collaboration, Project Ownership, Customer Support Optimization, Contact Center Strategy, Process Implementation Monitoring, Performance Improvement Initiatives, High-volume Document Management

• Assist my client to provide excellent customer service and ensure compliance principles are met during the consumer journey. 
• Responsible for reviewing applications and individual circumstances to provide relevant products to customers.
• Assess and evaluate potential customer applications, making decisions on acceptable levels of risk.
• Review applications based on their Credit History, Open Banking and other credit-related information and decide to accept, modify, or reject an application.
• Work closely with the Head of Credit Risk Operations to investigate possible fraudulent applications, spot trends and help make a decision.
• Evaluate processes and trends in the company's credit procedures.
• Operate current (and any new) operational processes in line with internal policies and FCA requirements.
• Take responsibility for analyzing statistical data.
• Deliver a first-class service and assist customers with any queries about the application process.
• Identify customers who are in vulnerable situations and help figure out what steps can be taken to support them.

Skills: Customer Service Compliance, Application Review, Risk Assessment, Credit Evaluation, Fraud Investigation, Process Trend Analysis, Policy and FCA Compliance, Data Analysis

• Help client improve their customer experience. 
• Responsible for operating and refining their current customer service and credit operations processes.
• Being the first point of contact, dealing with leads and customers directly, answering questions and solving any issues quickly and effectively
• Communicating through various mediums e.g. social media, e-mail, telephone, live chat
• Using customer feedback to proactively refine operational processes
• Identifying customers who are in vulnerable situations and helping figure out what steps can be taken to support them
• Working closely with the Head of Credit Risk to investigate possible fraudulent applications
• Operating current and any new operational processes
• Supporting other and new team members

Skills: Customer Experience Improvement, Process Refinement, Lead and Customer Handling, Multi-channel Communication, Feedback-driven Process Optimization, Vulnerable Customer Support, Fraud Investigation, Team Support

• Responsible for day-to-day operational oversight/shared ownership of multiple medium to large customer accounts
• Serves as the first point of contact for customers to include support for merchandising products, new product set-up in the catalog, store configurations, gathering, validating, reviewing data, implementing, testing, editing changes and technical customer communication
• Provides regular updates to customers in support of new releases and/or other technical issues/updates
• Resolves customer concerns raised during the implementation, operation and daily maintenance of a variety of business applications promptly
• Reports incidents internally and externally
• Assist in managing incidents for appropriate and efficient resolution
• Provide regular recommendations on processes, tools and business improvements
• Document technical issues to support product quality programs and product development
• Work in conjunction with the management team to identify any training/procedure-related issues and forward them to appropriate groups for resolution.

Skills: Operational Oversight, Customer Account Management, Product Merchandising Support, Data Validation and Testing, Technical Issue Resolution, Incident Management, Process Improvement Recommendations, Documentation of Technical Issues

• Relevant work experience in customer service operations, and order processing
• Excellent communication skills, both written and verbal in English and Vietnamese
• Proficiency in MS Office - Word, Excel, PowerPoint
• Knowledge of SAP or similar ERP systems
• The ability to work in a fast-paced, culturally diverse environment, and prioritize among competing tasks
• Equipped with business acumen preferred, with a customer-centric mindset
• Goal-oriented and self-driven who can focus and motivate others to meet business objectives
• Ability to handle multiple projects and still maintain daily responsibilities.
• Excellent phone skills with the capability to handle high call volumes.
• Good team player who can cooperate cohesively within the team and with cross-functional teams

Qualifications: BA in Supply Chain Management with 3 years of Experience

• Experience working in Business, Communications or Marketing fields
• Experience in operations environment with strong knowledge of ERP systems. 
• Excellent analytical and problem-solving capabilities
• Proven track record as an exceptional people leader
• Strong business partnering skills
• Must have strong Microsoft Word and Excel skills
• Customer Mindset with exceptional customer experience
• Proactively and willingly adapts to changing business needs and conditions and presents creative and fresh ideas on how to solve problems, gain efficiencies and improve quality.
• The ability to build constructive working relationships characterized by a high level of inclusion, cooperation and mutual respect.
• Willingness to work with others and coach/teach to develop and support other employees’ development.

Qualifications: BA in Customer Service Management with 2 years of Experience

• Customer Service working experience
• Working experience in the life sciences or the healthcare industry 
• Direct patient and healthcare professional experience 
• Neuroscience and understanding of medical terminology
• Possess excellent customer service skills, such as strong follow-through skills and attention to detail
• Demonstrates excellent oral and written communication skills exercising patience, courtesy, and professionalism
• Basic computer skills including Microsoft Office, Internet, CRM use, and telephonic systems
• Strong problem-solving skills and the ability to identify issues, using sound judgment to escalate when appropriate
• Well-developed organizational, interpersonal, and time management skills
• Ability to multi-task, work independently and work in a team environment

Qualifications: BA in Business Administration with 5 years of Experience

• Experience with call-tracking and being held accountable to KPIs
• Prior customer service/call center experience, preferably in a fast-paced and high-volume environment
• Advanced business writing skills, including the use of email correspondence
• Superb analytical, research, and interpersonal skills
• Strong computer skills including knowledge and experience with customer relationship management software (CRM)
• Be energized by driving business growth and contributing to the overall success of the company by providing an excellent customer experience in all touchpoints.
• Knowledge of the local market environment, and expectations from customers today and tomorrow to ensure that commercial and service offers meet customer demands and needs.
• Strong problem-solving and conflict-handling techniques 
• Extensive knowledge of all aspects of the customer return and exchange process.
• Able to deliver within the scope of tasks and perform with quality and speed by following up, measuring performance and capturing learnings to improve planning and performance.

Qualifications: BA in Logistics and Transportation with 4 years of Experience

• Proficiency with Microsoft Office Suite and G Suite
• Experience with custom document mapping or management
• Experience in using project management tools such as Asana
• Previous experience with remote work and/or collaboration with a remote team
• Knowledge of Liquid Logic template language
• Fast and meticulous attention to detail worker who can handle orders accurately and efficiently.
• Proactive and experienced problem solver who can make sound decisions, manage escalation and deal with strong personalities effectively.
• Comfortable with technology and IT tools, with a keen eye for digitalizing work processes
• Employing a proactive approach, a curiosity to learn, and the ability to take initiative and ownership.
• Displays an ongoing commitment to learning and self-improvement, making an effort to acquire new knowledge or skills associated with job responsibilities. 

Qualifications: BA in Operations Management with 6 years of Experience