Duration of employment
FULLTIME
Job Location
Tầng 22, tòa nhà Flemington, 182 Lê Đại Hành, P.15, Q11, TP. HCM
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Date posted
14/07/2021

Position: Associate Customer Support Executive

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Position
Associate Customer Support Executive
Responsibilities
  • – Receive and resolve customer escalation from Outsource team via phone call, email, live chat. Facebook, or other online channels, remote meeting
  • – Review cases taken by Outsource team to provide feedbacks and maintain excellent service level requirements
  • – Obtain and evaluate relevant information, test and troubleshoot issues to determine a solution (training or technical fix)
  • – Organize workflow and prioritize needs to meet and maintain excellent service level requirements
  • – Contact customers to receive positive feedback and convert into online reviews and testimonials
  • – Direct requests and unresolved issues to the designated resource (Technical Support/Testers/Software Engineers/Product Development) and follow-up until issues have been resolved completely or a workaround is provided.
  • – Assists customers with set-up and configuration, as well as thinking outside of the box to provide customers with the solutions that FireApps offers
  • – Records details of customer interactions, satisfactions and complaints.
  • – Contribute to building online help center – including writing, producing short videos, and other content formats in English
  • – Prepare and distribute customer activity reports
  • – Communicate and coordinate with internal departments, to be the voice of the customer for future product roadmap and upgrades.
  • – Provide feedback on the efficiency of the customer service process.
Requirements
  • – An enthusiastic, energetic, detail oriented and proactive person who works well in a fast-paced, dynamic team environment.
  • – Tech-savvy and eager to learn about technology products
  • – Learn quickly and are passionate about helping others.
  • – Educated to degree level or equivalent
  • – At least 6 months – 1 year working experience in Customer Service or the same field
  • – Healthy command of English (listening, reading, writing, reading)
  • – Have knowledge about e-commerce and B2B is a plus
  • – Interpersonal, listening skills
  • – Strong written/verbal communication skills
  • – Data collection and ordering
  • – Stress tolerance
  • – Able to work during weekends and holidays
Benefits
  • – Have opportunity to work with overseas clients, mostly US, Canada and European countries
  • – Join the dynamic, young and friendly projects team
  • – Attend products/technical training before working with clients directly
  • – Possible career path with many opening roles within company
  • + Senior Customer Support/Customer Success
  • + Switching to the technical field as Associate Product Manager
  • + Exploring other fields: Marketing (Content, Digital), Tester/QC, etc.
  • – Attractive salary based on skill and experience
  • – Annual salary review
  • – Additional bonus performance-based bonus in addition to 13-month bonus
  • – All insurances according to Vietnamese Labor law
  • – Free coffee, tea, candy.
  • – Happy events: kick off, birthday, moon party
  • – Technical seminar in the company
  • – Support for all sports activities: Football, Yoga, Badminton
  • – Company trip in every summer, annual year-end party, team building
Contacts
Please contact Recruitment team via [email protected] or (028) 222 999 89. Thank you very much!