Duration of employment
FULLTIME
Industry
E-commerce
Job Location
Tầng 22, tòa nhà Flemington, 182 Lê Đại Hành, P.15, Q11, TP. HCM
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Position: Customer Success Executive (Day & Night Shifts)

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Position
Customer Success Executive (Day & Night Shifts)
About us
  • – Established in 2016, FireGroup Technology JSC is a tech company that specializes in web-app solutions for running the business on e-commerce platforms. FireGroup has now become the leading web-app provider, especially on both Shopify and AliExpress platforms.
  • – Our mission is to solve challenges & problems in the global E-commerce market by using technologies. We are looking for new members who dare to think big and grow bigger.
Responsibilities
  • – Receive and resolve customer escalation via phone call, email, live chat. Facebook, or other online channels, remote meeting
  • – 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
Qualifications
  • Able to work on 2 day shifts (9:00 – 18:00) and 3 night shifts (18:00 – 24:00) per week
  • – 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 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
Contacts
Please send your CV to [email protected] or contact us via (028) 222-99-89