ZALORA Vietnam is lookng for Operations Coordinator Intern SCOPE OF WORK This job is to be dynamic and flexible to support Operations Team to ensure work flow is smooth and there is no backlogs, support to both internal and external customers to ensure the high satisfaction when using Zadora services, play the role of a connector for all Teams in Operations Dept.: Customer Service, Returns, Payment and Warehouse. RESPONSIBILITIES 1. MAIN TASKS: • Customer Service support: - Professionally handle customer inquiries and contact to customers for orders’ information and issues: out of stock issue, cannot contact for delivery issue, bank details for refund(such as phone, email) - Resolve customer complaints • Returns support: - Receive and process customer return and exchange’s requests - Communicate well with customer (face-to-face, email and phone) - Handle cash refund process - Ensure there is no mismatch in cash flow • Payment Support: - Order verification - Detect and investigate suspicious orders - Process refund requests accurately in a timely and efficient manner - Create voucher codes for placing exchanged orders • Coordinating: - Be a connector who receives, transfers inquiries/ information and gets back to related Teams in Operations Dept. for issue solving. 2. SYSTEM USAGE: - OMS, BOB, Zendesk, Phone system, Email and other supported systems. - Keep all company and customer data confidential. 3. KRAS (KEY RESPONSIBILITY AREAS) • Customer Service support: - Ensure and provide quality service to both internal and external customers - Communicate and coordinate well with internal departments - Follow up and completely solve customer queries within Service Level Agreement (SLA) - Ensure all assigned tasks are done within the SLA - Product knowledge - Ensure having zero complaint from customer regarding customer service quality • Returns support: - Follow Return process, process all returned cases within SLA - Professionally handle and solve customer questions or complaints - Ensure cash flow is having no mismatch. • Payment support: - Follow Payment process, process all refund cases within SLA - Ensure accuracy and timely manner • Coordinating: - Ensure that information and enquiries in Operation Dept. are transferred and feedback to related Team accurately and in time - Ensure all enquiries are cleared within SLA 4. WORKING BEHAVIORS - Follow company policies and Department KPIs - Complete other tasks assigned by leader/manager on time at expected quality level. - Team work - Participates and provides expertise as a member of the Team. 5. TRAINING - Participate required/advance training; ensure that skills and knowledge are met expectation and job requirement. REQUIRED SKILLS • Customer service orientation. strong communication skills (both in verbal and written (Vietnamese/English) • Good problem-solving skills, problem analysis skills • Friendliness, enthusiasm and competence • Proficient in Word, Excel, Outlook, Internet and Power Point • Adaptability. Hungry to learn and grow • Team player - able to work well with team members in a high pressure • Initiative, can-do attitude, be able to change and make necessary changes. • Stress tolerance • Interpersonal skills • Attention to detail and accuracy For further information, please contact us at: Zalora Vietnam Careers Phone : 3941 4224 extension 158 Email : [email protected] Address : Copac Square Building, 2nd Floor 12 Ton Dan Street, District 4, Ho Chi Minh City Website : zalora.vn
Posted on: Fri, 19 Dec 2014 04:42:49 +0000
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