Service Representative Innovative Hub Co., Ltd.

• Understand deeply the account operation on Alibaba
• Consulting and training customers on how to operate accounts via zalo, email, phone ... to ensure customers operate accounts in the best way
• Interface with other departments for best possible co-operation and utilisation of resources, e.g Operations Leader, Export Leader for efficient supply of services and upgrading procedures,
• Receive the latest information and events from Alibaba to inform customers.
• Work as a translator for managers when required.
• When customers have problems, in charge of contacting Alibaba to help solve them.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Ensure customer satisfaction and provide professional customer support.
• Responsible for the efficient and professional daily operation of Service Team, both in terms of staff performance and operational systems
• Build short-term and long-term plans for Service Representative based on company sales target, including staff resource, staff training, functioning procedure improvement,...
• Ensure well-functioned administrative procedures in the Department, including correct and timely reporting
• Analyze advertisement campaign's performance data to help customers
• Lead the development of customer excellence projects, programmes, and processes intended to help the organisation understand, analyse, and create a positive customer experience along with every touchpoint
• Research on customer experience and innovation in terms of best practices, methodologies, and tools applied within and beyond the e-commerce industry
• Gather intelligence related to the needs and wants of current and targeted customers; design and integrate systems and processes to support the collection and synthesis of customer feedback
• Identify innovation opportunities in customer experience, develop and prioritise initiatives with business leaders and stakeholders that will encourage differentiation and customer loyalty
• Develop measurement tools, as well as change and communications programmes, to continuously improve adoption of best practices throughout the organisation
• Work closely with other business functions to incorporate customer experience strategies and seek out opportunities to improve the customer experience

• Full salary insurance, attractive Commission
• Clear promotion path, full benefits
• Working in a multinational environment, opportunities to develop yourself and your career.
• Reasonable salary, business performance bonus, remuneration, training, rotation, management upgrade according to company regulations
• Working time: 8:30 – 17:30 , Monday - Friday.
• Two months probation period
• Address:
Ha Noi Office: Tầng 01, Tòa Nhà Westlake Residence 9 - Số 45 Tô Ngọc Vân, Phường Quảng An, Quận Tây Hồ, Thành Phố Hà Nội

• Enthusiastic, honest, and responsible.
• University Graduation
• Proficient in English is a must
• Priority has experience in the same position
• Ability to work independently and withstand high work pressure.
• Proficient in Word, Excel, and Powerpoint
• Effective communication and teamwork skills.
• Ability to stay calm when customers are stressed or upset.
• Experience working with customer support.