Job Overview

We are seeking an experienced Customer Success professional to join our multi-brand lifestyle company in Vietnam. The successful candidate will be responsible for ensuring a positive customer experience with our products and services, managing communications on global e-commerce platforms and cultivating long-term relationships with customers, with a strong focus on D2C customers. The ideal candidate will have a customer-centric mindset, an understanding of customer behavior, and the ability to manage and foster relationships with D2C customers.

Responsibilities

• Serve as the primary point of contact for D2C customers, responding to inquiries and providing support via phone, email, and chat.
• Collaborate with cross-functional teams, including sales, marketing, and operations, to ensure customers receive support in a timely and effective manner.
• Proactively identify opportunities to improve the customer experience and provide feedback to the team for improving workflows.
• Monitor and analyze customer behavior and feedback to inform customer success strategies and improve customer satisfaction.
• Develop and deliver training and onboarding programs for customers, ensuring a positive and successful experience with our products and services.
• Manage communications on global e-commerce platforms, ensuring our messaging and branding are consistent and on-brand.
• Maintain accurate records of customer interactions, feedback, and support tickets, and use insights to inform product development and marketing strategies.

Skills

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 3-5 years of experience in a similar role, with a strong track record of managing D2C customers and driving customer satisfaction.
• Strong communication and collaboration skills, with the ability to build relationships with customers and cross-functional teams.
• Excellent problem-solving and critical-thinking skills, with the ability to quickly and effectively address customer concerns.
• Strong project management skills, with the ability to manage multiple projects simultaneously and prioritize tasks effectively.
• A customer-centric mindset, with an understanding of customer behavior and needs.
• Experience managing communications on global e-commerce platforms.
• Fluency in English and Vietnamese is essential.