Customer Support Officer – Email Team

Ver: 121

Ubicación: Ha Noi

Categoría: Legales / Contratos Marketing / PR Consultoría / Servicio al cliente

Número de reclutas: 2 người

Posición: Nhân viên

Salario: 800-1,500 USD

Experiencia: 1 năm

Sexo: Không yêu cầu

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Descripción del trabajo

Answer and address a high volume of incoming email/chat inquiries relating to product issues, sale policy, orders status in a professional and courteous manner
Provide high levels of customer satisfaction – displaying patience and empathy towards customers who represent different cultures and backgrounds from US
Identify, escalate issues to the higher-level management when necessary
Partner with sales and fulfillment team to notify customers of late supply or issues preventing on-time fulfillment and propose item substitutions when required
Adhere to performance metrics to meet service level expectations and assigned KPI
Participate in constructive quality feedback sessions with management to improve performance

Bachelor Degree or Equivalent
Proficient in English listening, verbal and written communication skills. Ielts above 6.5 or equivalent
1-3 years of experience in customer service support, preferable candidates from E-commerce company like Tiki, Lazada, Shopee or with experience in Start up Environment
Have sought knowledge of customer service practices and principles
Have CRM experience is strongly desired
Experience with support applications like Freshdesk, Zendesk, Teamsupport is nice to have.
Ability to handle the stressful situation appropriately
Ability to establish rapport with the client
Ability to present yourself and the company in a professional manner
Ability to satisfy customers with the personal commitment to fulfill your orders, desires and expectations
Can work under high pressure

- 13th-month salary

- Performance bonus

- Premium health insurance for employees

- Lunch/ Drink/ Snack allowance (70$/month)

- Annual company trip (budget up to $1200), team building (120$/year), engagement events/ activities

Clear career roadmap, chance to be promoted and rotated.
High-end working environment (central location, modern equipment, lunch/ drink/ snack).
20 days of work from home and 12 annual leaves per year.
Premium healthcare insurance
Annual health check-up
Fair, transparent and open working environment/ culture

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