Maison Retail Management International ★ 3.5

I. DETAILED JOB DESCRIPTION:

1. Customer Experience & Hotline Ownership:

· Own all incoming and outgoing customer communications via hotline.

· Ensure all calls are answered, handled, and resolved within agreed service levels.

· Deliver a professional, empathetic, and reassuring customer experience via phone.

2. Order Processing & E-commerce Operations:

· Greet new Maison Online customers and confirm order details accurately to increase successful delivery rates.

· Provide customer assistance across all order stages: payment, shipment, delivery, return, and refund.

· Proactively track orders and coordinate with internal teams to ensure SLAs are met.

· Push and follow up with relevant teams to resolve delays or issues impacting customer experience.

3. Revenue Protection & Opportunity Identification:

· Reduce loss in the online sales funnel by recovering failed, cancelled, rejected, and returned orders.

· Identify potential sales opportunities during phone interactions.

· Transfer qualified sales leads promptly to the Tele Sales or Live Chat teams with complete information.

· Ensure sales opportunities are never dropped, even though the role itself is not sales-targeted.

4. Issue Resolution & Escalation:

· Resolve first-level inquiries related to orders, payments, delivery, and policies.

· Escalate complex cases requiring deeper investigation to the Solutions Team with clear and accurate handover.

5. Operational & Process Understanding:

· Develop strong knowledge of Operations, Buying, Logistics, E-commerce, Marketing, and Finance processes.

· Ensure compliance with customer service policies and procedures.

· Maintain accurate records of customer interactions and order follow-ups.

III. REQUIREMENTS

· Experience in e-commerce operations, customer service, or hotline support.

· Strong customer-first mindset with high attention to detail.

· Excellent verbal communication skills in Vietnamese (English is a plus).

· Ability to manage high call volumes and coordinate across multiple teams.

· Familiarity with order management systems and CRM tools.

· Strong problem-solving and follow-up skills.

· Experience in fashion or retail e-commerce is an advantage.