Job Title: Customer Experience Representative

Location: Remote (Vietnam-based)

Working Hours: Night shift

Employment Type: Full-time

About The Parent JSC

The Parentinc is the #1 Parenting Platform in Southeast Asia across Content, Community and Commerce. We help parents have healthy pregnancies and raise healthy children and families. We have 3 main subsidiaries

• Through theAsianparent business unit we reach more than 30 million mothers monthly across Web & App in 11 languages, across 13 countries, and are the world’s highest rated App with over 150k ratings of 4.8 on iOS & Android. Expanding our reach, we own Vietnam's leading women's platform, Webtretho, and the popular parenting app, Bé Yêu, solidifying its influence in Southeast Asia's digital space for parents.
• Under our renowned brand Mama’s Choice, one of the fastest scaling D2C brands in Southeast Asia, we produce 50+ SKUs of Safe, Natural & Halal products for Mom & Baby.
• Last but not least, with Motherswork, we are a leading premium omni-channel business in Singapore, China and we have just expanded into Vietnam. We carry more than 300 brands and our products are available through Motherswork retail stores, e-stores, department stores, online platforms like Lazada, Shopee and Amazon.
  
  

About the Role

As our CX Representative, you'll be the go-to person for ensuring a smooth post-purchase experience for our customers in Vietnam. You’ll handle customer inquiries, support after-sales issues, and work closely with our ecommerce, operations, and product teams to ensure feedback is tracked and service quality is continuously improved.

This role is perfect for someone with a passion for customer care and a proactive mindset in resolving problems and spotting improvement areas.

Key Responsibilities 1/ Customer Support

• Respond to customer inquiries via phone, email, and live chat in a friendly and professional manner.
• Provide clear, accurate information about Motherswork and Mama’s Choice products, ongoing promotions, and store policies.
• Handle personalization requests such as gift wrapping, gift cards, or embroidery.
• Manage customer complaints or service issues, ensuring follow-up and timely resolution.
  
  

2/ Product & Service Knowledge

• Develop a strong understanding of Motherswork and Mama’s Choice products range to recommend suitable options based on customer needs.
• Advise customers on product usage, benefits, and suitability where needed.
  
  

3/ After-Sales Support

• Manage customer complaints, product-related issues, and coordinate resolution with internal teams (e.g., warehouse, logistics, CX manager).
• Track, respond to, and analyze customer reviews across platforms (e.g., website, marketplaces).
• Assist post-purchase requests such as exchanges, returns, and refund processing.
• Monitor service recovery cases and ensure timely and satisfactory closure.
  
  

4/ CX Monitoring & Insights

• Share feedback trends with the internal team to support improvements in service or product offerings.
• Contribute to simple internal reports to support better decision-making on customer-facing processes.
  
  

5/ Cross-Team Collaboration

• Work closely with the Singapore-based customer and ecommerce teams to ensure alignment on service procedures and updates.
• Stay informed on any changes in shipping, operations, or promotions that could affect the customer experience in Vietnam.
  
  

Qualifications

• 1–2 years experience in customer service or CX, preferably in ecommerce or retail.
• Strong written and verbal communication in Vietnamese and English.
• Familiarity with platforms like Zendesk, Freshdesk, Shopify, or equivalent tools is a plus.
• Detail-oriented with strong problem-solving skills and emotional intelligence.
• Comfortable working night shifts and independently in a remote environment.
• Being a parent or familiar with parenting products is a plus!
  
  

Schedule

• Weekdays: 6:00 PM – 2:00 AM (with 1-hour break)
• Weekends: 9:00 AM – 9:00 PM (with 2 hours break | lunch + dinner)
• 1 weekday off per week
• Fully remote
  
  

What We Offer

• Competitive Salary Package.
• Work-from-home flexibility
• Social insurance contributions.
• Annual leave 12+ days per year, birthday leave.
• Multinational work environment.