JB-787

Job Title : E-Commerce Associate – Senior Operations and Customer Service (Vietnamese)

Job Category Type : Customer Service/ Call Centre / BPO

Currency : Malaysian Ringgit(MYR)

Salary : MYR 7500

Country : Malaysia

State : Kuala Lumpur

Benefits : Annual Leave;Maternity leave;Paternity leave;Medical Insurance Outpatient & Inpatient;Flight Ticket (1 way);Accommodation (2 weeks upon arrival)

Job Description : DUTIES AND RESPONSIBILITIES:

• Managing Clients own webstore or stores on e-commerce channels. Which include local or international marketplace, such as Lazada, Shopee, PrestoMall, Lelong.my, Qoo10, Amazon, eBay and etc.
• Assisting customers by responding to their email and/or chat inquiries.
• Offering information about the products and services provided by the company.
• Resolving customer complaints or issues in a professional and timely manner.
• Processing customer orders and returns.
• Updating customer accounts with relevant information.
• Identifying potential issues and escalating them to higher management if necessary.
• Keeping precise records of all customer interactions and transactions.
• To seek opportunities to grow client GMV and optimize sales funnel to improve conversion rates.
• Day-to-day management of Client brand online store, end-to-end from product uploads to order processing.
• Making sure products are always ready-to-sell and well presented to the customer to maximize sales volume
• Coordinating with internal (warehouse, production) as well as external (brands, e-commerce channels) parties.
• Provide good customer service for client e-commerce store, using a proactive service approach, ensuring delivery of world-class customer satisfaction and retention.
• Required to prepare weekly, monthly sales report and etc.
• Provide full support to direct and indirect superior.

ECommerce Operations (Magento 2 Platform)

EDM Management (Email Marketing)

1. Campaign Planning & Execution:
   • Design and manage email marketing campaigns using Adobe Campaign and HTML for various customer segments.
   • Plan and execute personalized, automated email workflows (e.g., welcome series, abandoned cart). Optimize subject lines, copy, and visual content to drive engagement and conversion.
2. Creative Development:
   • Develop HTML-based email templates, ensuring responsive design across all devices.
   • Collaborate with design and content teams to ensure emails align with campaign objectives.
3. Segmentation & Targeting:
   • Implement advanced segmentation and targeting strategies to personalize campaigns.
   • Collaborate with CRM team to optimize audience segmentation.
4. Analytics & Optimization:
   • Track email performance and provide actionable insights.
   • A/B test elements to improve performance.
   • Ensure compliance with email regulations (GDPR, CAN-SPAM Act)

eCommerce Operations (Magento 2 Platform)

1. Website Management
   • Oversee daily operations of the eCommerce site on Magento 2, ensuring smooth functionality.
   • Manage content updates, product listings, and promotional campaigns on the platform.
   • Coordinate with development teams for website enhancements.
2. Product Catalog Management:
   • Manage the product catalog, ensuring accuracy in product descriptions. 
   • Implement SEO best practices on product pages.
3. Order & Inventory Management:
   • Work closely with the operations team to ensure proper order flow and inventory updates.
4. Customer Experience:

• Optimize user experience and site performance to increase conversion rates.
• Manage customer review systems and user-generated content.

1. Analytics & Reporting:
   • Track eCommerce KPIs and prepare performance reports.
   • Utilize Google Analytics and Magento Reports for insights.

WFH Allowance :

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