Customer Service (CS – Chat & Customer Feedback)
Continuously improve customer service processes and workflows.
Resolve customer issues related to orders, provide product information, order guidance, and warranty policy support.
Handle live chat according to assigned shifts and respond within platform SLA.
Reply to customer reviews and inquiries using standard scripts while ensuring compliance with content guidelines.
Refunds & Returns Management
Receive and process refund/return requests from customers.
Verify eligibility, prepare evidence (photos, videos, documents), and submit disputes/claims to Shopee/Lazada within deadlines to minimize rejection rates.
Follow up with customers to increase withdrawal rates of refund requests.
Maintain and update daily Refund Tracker, highlight cases nearing deadline.
E- commerce Inventory Management
Monitor actual stock levels across online warehouses, central warehouses, and e- commerce platforms.
Prepare inventory reports, classify fast- moving vs. slow- moving items, and propose stock transfers, replenishments, or clearance.
Coordinate with warehouse and line manager to update stock levels promptly.
Provide alerts when inventory falls below safety thresholds.
Ensure accurate stock synchronization across systems to avoid overselling or unlisted stock- outs.
Operational Tracking & Reporting
Analyze root causes of operational issues and propose corrective actions.
Generate periodic reports on on- time delivery rate, return/refund rate, inventory accuracy, and operational costs.
Requirements
College/University degree in Economics, Business Administration, Logistics, Supply Chain Management, E- commerce, or related fields.
Strong communication & problem- solving skills (fast, polite, and policy- compliant chat response).
Preferred: prior experience in dispute/refund handling with Shopee/Lazada or inventory management for e- commerce.
Detail- oriented, deadline- driven, especially with refund cases.
Proficient in working with inventory data and reconciling stock across systems/platforms.
Experience in retail, logistics, or customer service is an advantage.
Minimum 1 year of experience in roles such as online customer service, e- commerce operations, order handling, refund/return processing, or inventory management.
Careful, process- driven, and highly responsible.
*Southern Vietnamese tone
Benefits
Time: Monday- Friday 9AM- 6PM & depend on the nature of the job.
Christmas party, New Year&039;s party
Company trip annually
Salary review yearly
Dynamic, professional work environment, access to Alphaworks, JBL, Harman/Kardon, or AKG audio devices, etc.
Annual health check
Holiday bonuses, New Year&039;s, Mid- Autumn Festival gift, PGI birthday bonus, PGIer birthday bonus
Discount up to 50% Company products
13th month bonus
Working equipment: Laptop
Address:
5- 7 D52 Street, Ward 12, Tan Binh District, Ho Chi Minh.
