D2C Customer Experience Specialist - Hanoi

Position Summary To supervise and manage O2O Sales of the store in order to maximize customer satisfaction to achieve sales targets. Role and Responsibilities [O2O Customer Engagement] Prepare for items assigned to be picked up and accurately handover to customers Guide customer to pick up based on preparation status and policies Address customer inquiries related to O2O services(BOPIS, BORIS, EA, etc.) [O2O Calendar Mgt.] Manages and monitors O2O service calendar (check and manage daily inquiries, changes to product pick-up locations, item exchange, etc.) [On/Off-line Return & Replacement] Monitor incoming instore return requests through the system and process the procedure after inspecting the product and check policies for eligibility Engage with customers intending to return the product and process the return procedure after inspecting the product and check policies for eligibility #Li-Midsenior #Li-SAVINA Skills and Qualifications - Bachelor's degree of marketing /business administration or equivalent. - 2+ years relevant work experience in sales and customer experience/Customer Service Management for Well-known companies in Retail/Fashion/Cosmetics/Hospitality... Preferable omni-channel experience. - Independent, self-motivated with excellent interpersonal and communication skills. - Good analytical skills and high adaptability in a fast-moving environment. - Excellent English skills - Willing to work in shifts Knowledge: •O2O service and process understanding •Product and service knowledge •Retail and O2O service experiences Skills •Efficiently communicate and collaborate with multiple teams simultaneously •Coordination, management skills to understand and operate the entire process •Ability to quickly resolve issues that arise in the process Attitude: •Customer satisfaction as the top priority attitude •Pursuing accuracy & precision for positive O2O experience •Learning agility on O2O service and technology * Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here. Job Alerts: If you would like to be notified of new opportunities when they are posted, please click here. You will be asked to create an account first if you do not already have one. Samsung Electronics is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, we are transforming the worlds of TVs, smartphones, wearable devices, tablets, digital appliances, and network systems, and the entire semiconductor industry with our memory, system LSI, foundry, and LED solutions. Samsung is also leading in the development of the Internet of Things through, among others, our Smart Home and Digital Health initiatives. Since being established in 1969, Samsung Electronics has grown into one of the world’s leading technology companies, and become recognized as one of the top global brands. Our network now extends across the world, and Samsung takes great pride in the creativity and diversity of its talented people, who drive our growth. To discover more, please visit our official newsroom at (https://news.samsung.com/global/).