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.
As a Customer Service Specialist, you‘ll be the frontline of the Lixibox customer experience. Your job is to deliver timely, thoughtful, and high-quality support that reflects our brand values and builds customer loyalty.

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 time:

• Work Mode: Hybrid (after 2-week onsite training)
• Working Hours: 08:30 - 17:30 or 23:00 - 8:00  (Vietnam time) | 1-hour break | 6 days/week

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.
• Experience with subscription management tools is a plus.
• Really willing to work in shifts

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;
• 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), sport club at office, gift voucher…
• Employee Discount Code (Up to 50%)