Working Location: 16th, 34 Road, Tran Nao Street, An Khanh Ward, Thu Duc City, HCMC.
Team: Customer Service
Line report: Customer Service Manager

Lixibox is a full-stack one-stop omni-channel solution for luxury affordable brands to reach GenZ consumers in Vietnam, one of the fastest growing regions in the world. We focus on optimizing operation by leveraging an in-house agency and the in-house technology solutions to bring the most effective brand launching that would benefit the end consumers.

I. RESPONSIBILITIES:

• Respond to customer inquiries promptly via our customer support platform and customer service phone number.
• Forward inquiries to the appropriate departments and ensure timely and effective follow-up.
  Monitor and respond to social media comments and messages to maintain an active, positive brand presence.
• Proactively prioritize, track, and resolve customer experience issues with a “surprise and delight” mindset.
• Manage and resolve order-related issues, product damages, and ensure positive customer outcomes in all situations.
• Handle Shopify orders: including processing refunds, replacements, sending invoices, and securely taking payments over the phone when applicable.
• Support customers in managing and adjusting their subscriptions via the subscription platform.
• Working hours: 8 hours/day and 6 days/week. You will have 1 - 2 night shifts (08:00 PM - 04:00 AM)

II. REQUIREMENTS:

•  1-2 years of experience in customer service or concierge roles, preferably supporting US-based customers.
• Excellent verbal and written communication skills in English.
• Experience using customer service platforms (e.g., Zendesk, Gorgias, Freshdesk, etc.).
• Familiarity with e-commerce platforms, especially Shopify.

II. REQUIREMENTS:

• Data-driven mindset, result oriented mindset.
• Eager to learn, ability to adapt in the fast-moving environment.
• Passionate to work in the Health & Beauty industry.
• Good communication skill, stakeholder management & task management.

III. RECRUITMENT PROCESS:  (2 rounds)
CV Application → 1. In-house Interview with Line Manager and HR → 2. Interview with the Head of Department.

IV. BENEFITS:

• Attractive income;
• Incentive (Monthly/Quarterly) - for Revenue Department;
• Yearly Performance Bonus;
• PVI Healthcare Insurance;
• 12 annual leave per year;
• Annual Salary Review;
• Social Insurance (prescribed by state);
• Lunch and snack sponsored by Company;
• Parking - Monthly parking is covered by Company;
• Other benefits: Company Activities (happy hour party, team building party, quarter party, company trip), ping pong at office, gift voucher…
• Employee Discount Code (Up to 50%)