Customer Service Executive - Ecommerce

BrandTikTok ShopShopeeHealth

Xác thực từ nguồn: VietnamWorks

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Abbott believes in the power of health. With better health, people and communities can live better and achieve more.

We create new solutions - in diagnostics, medical devices, nutrition and branded generic pharmaceuticals - that help people around the world, in all stages of life, live their best lives through better health.
Founded over 135 years ago by Chicago physician Dr. Wallace C. Abbott, Abbott has emerged as one of the largest diversified global health care companies. Our approximately 115,000 colleagues around the globe are devoted to making a lasting impact on human health in the more than 160 countries we serve.
We believe that good health is not just about treating an illness or managing a medical condition. It’s about supporting people’s health as if it was our own, so they can enjoy all life has to offer. We’ve been focused on helping the people of Vietnam live their best, fullest lives for more than 20 years.

Manage daily customer chat through TikTok Shop Seller Center and Shopee Seller Center.
Respond promptly and professionally to pre-sale and post-sale customer inquiries.
Provide accurate information regarding: Products and product usage based on approved information, promotions, vouchers and platform campaigns; Product availability, Order status, Shipping and delivery, Payment, Cancellation, return and refund policies
Support customers through the purchase journey and help resolve barriers to order completion.
Maintain Abbott’s required communication tone and customer-service standards.
Use approved FAQs, scripts, saved replies and platform automation tools to improve response efficiency while maintaining response quality

Support customers on order-related issues including: Order cancellation, Failed or delayed delivery, Missing, incorrect or damaged products, Return and refund requests, Payment-related issues, Promotion or voucher issues
Monitor open customer cases and follow up until resolution.
Coordinate with Warehouse, Logistics, Marketplace Operations, and other relevant teams to investigate cases.
Work with platforms support teams where platform intervention is required.
Maintain proper records and evidence for disputes, refunds and platform claims

Receive, categorize and manage customer complaints according to Abbott’s SOPs.
Identify cases requiring escalation and immediately route them to the appropriate internal teams.
Escalate potential product quality, safety or other regulated complaints to the Operation Executive/CS manager or designated internal function according to company procedures.
Follow up with responsible teams and ensure customers receive appropriate updates within committed timelines.
Identify recurring complaints and provide insights on root causes and improvement opportunities.

Monitor customer ratings and reviews on ecommerce platforms.
Respond to customer reviews according to Abbott guidelines.
Proactively investigate 1–3 star reviews and negative customer feedback and coordinate corrective actions where appropriate.
Track key drivers of negative ratings such as: Product issues, Packaging, Fulfillment, Delivery, Promotion misunderstanding, Customer-service experience
Consolidate Voice of Customer insights and recommend improvements to Marketplace Operations and relevant stakeholders.

Monitor customer-service-related platform metrics including: Chat response rate, First-response time, Customer satisfaction, Customer ratings, Complaint volume, Negative review rate, Refund / return-related issues
Alert the Marketplace Operations team when customer-service performance may impact store rating, store health, campaign eligibility or platform penalties.
Support investigation and corrective-action plans when store-operation scores fall below target.
Ensure customer communication complies with platforms and Abbott policies.

Maintain daily/weekly tracking of customer-service workload and performance.
Identify opportunities to improve FAQs, scripts, chatbot logic and customer-service processes.
Share customer insights with E-commerce, Brand, Supply Chain and other relevant teams to improve the overall customer journey.
Execute internal operational procedures linked to customer

1–2 years of experience in Customer Service, E-commerce Operations or Marketplace Operations preferred.
Hands-on experience with ecommerce platform’s Seller Center is strongly preferred.
Experience in FMCG, healthcare, nutrition, beauty or other branded consumer businesses is an advantage.
Bachelor’s degree in Business Administration, E-commerce, Marketing or a related field.
Good problem-solving and complaint-handling capability.
Strong attention to detail and follow-through.
Fast and accurate typing with the ability to manage multiple customer conversations simultaneously.
Able to work in a fast-paced environment, particularly during campaigns and mega-sale periods.

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