Customer Success Specialist

13 hours ago

Hà Nội, Vietnam GemCommerce Full time

**Why we’re looking for you**

We are looking for an experienced Customer Success Specialist in this high growth rate stage, who can work directly with our customers all over the world.

After purchasing/sale for the product is the most important phase of the customer lifecycle to ensure customers have the best experience in this product and service, and no negative reviews left.

**You’ll do**
- Communicate with customers via live chat platform to help them get familiar with the product or provide them the appropriate document included in conversations.
- Listen to customers and work with technical staff to figure out what their issues exactly are and solve them as soon as possible.
- Educate and empower our customers to become better users of the product.
- Collaborate with technical staff to learn the product and support the customers to use it effectively.
- Proactively provide feedback to internal teams that help to improve our products and create a better customer experience
- Maintain excellent knowledge of our products and services in order to understand the customer’s needs.
- Other duties as assigned by manager
- Working time (UTC+7): Sunday to Thursday (06:00 AM - 03:00 PM or 01:00PM - 10:00PM) or Tuesday to Saturday (06:00 AM - 03:00 PM or 01:00Pm - 10:00PM)

**You Have**
- English: Advanced level (Effective written communication skills);
- Good Knowledge about e-commerce is a big plus
- Minimum 1+ years’ experience in Customer Support (experience in technology/ e-commerce is an advantage).
- Must be a good team player, capable of working independently as well.
- Patience, attentiveness and goal-oriented focus.
- Being empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill.
- Excellent interpersonal skills and ability to develop relationships with all personality types.
- You’re curious and have a natural ability to “zoom-out” of a problem, in order to ask the right questions.
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
- Ability to work well under pressure and meet tight deadlines.
- Ability to own the customer experience and deliver more than their expectations, treat them well as a guest in your own home

**We offer**
- Salary range: Negotiate
- Performance review: 2 times per year.
- Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
- Lunch meal + Parking fees provided.
- 12 remote working days/ year.
- 12 annual leaves/ year.
- Bonus on birthday, 30/4&1/5, 2/9.
- Social insurance & Health insurance for team members.
- Annual Health Checkup at the top clinic in Vietnam.
- Weekly shoulder massage treatment.
- Annual team building: summer trip, many indoor and outdoor activities such as soccer club, swimming club, cycling club

**Why you’ll love working here**
- Learn product-thinking and customer-centric mindset.
- Collaborative and supportive environment
- Young and passionate colleagues
- Professional and creative office view
- Clear & Scientific Agile Framework on the whole company workflow & culture.
- Deliver a top-notch customer experience which helps customers maximize their benefits
- Become an expert with in-depth knowledge of world-class products and services
- Own valuable customer relationships in one of the fastest thriving industries.

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