Customer Support Associate

**Mô tả công việc**:
(Mức lương: 11 - 17 triệu VNĐ)
We are seeking a passionate and dedicated Customer Success Associate to elevate our customer experience by providing exceptional support, ensuring seamless communication, and contributing to the continuous improvement of our processes. This is your opportunity to make a meaningful impact on a rapidly growing organization by fostering strong customer relationships, solving challenges, and driving customer satisfaction.

How We Measure Success
- Customer Satisfaction: Maintain a CSAT score of at least 4.5, reflecting a consistently high level of customer satisfaction.
- Efficiency in Ticket Handling: Achieve a one-touch ticket resolution rate of 50%, ensuring swift and effective customer support.
- Process Familiarity: Fully onboard and trained in our CRM system, SOPs, products, and brand within the first 90 days, ensuring a seamless integration into the team and optimal performance.
- Customer-Centric Innovation: Contribute to continuous improvements in customer workflows and processes, driving measurable enhancements in service delivery and customer experience.

Team Management
- Reports to: CS Manager
- Career Path: Potential promotion to CS leader based on performance and innovation impact.
- Team Vision 2025: Cultivate a customer-centric team that transforms Customer Experience into a powerful strategic differentiator for our brand. With 5 remote CS members today, we’re set to grow an offline team this year, fostering deeper collaboration and stronger teamwork. You will be part of a dynamic team of 3 offline CS, working together to build and elevate our customer success journey.

**Chức vụ**: Nhân Viên/Chuyên Viên

**Hình thức làm việc**: Toàn thời gian

**Quyền lợi được hưởng**:
Compensation and Benefits
- Compensation: 11.000.000 - 17.500.000 VND/month + incentive based on performance (negotiate).
- Career Growth: Fast-track promotion opportunities, including a path to CS Leader.
- Professional Development: Gain access to the latest AI tools, automation technologies, and advanced CRM systems to stay ahead in delivering exceptional customer experiences.
- Workplace Culture: Join a dynamic, innovation-driven environment focused on employee success.
- Additional Benefits: Social insurance, statutory leave, and team-building activities.

**Yêu cầu bằng cấp (tối thiểu)**: Trung cấp - Nghề

**Yêu cầu công việc**:
Essential Roles and Responsibilities

Customer Success Partnership
- Collaborate closely with the customer support team and leadership to align service strategies with business growth objectives.
- Contribute to creating seamless processes that adapt to evolving customer needs and ensure consistent satisfaction.
- Customer Support and Issue Resolution
- Handle inquiries and resolve issues promptly, maintaining high customer satisfaction levels.
- Streamline onboarding and support experiences to ensure customers are seamlessly integrated with our products and services.
- Identify trends in customer feedback to proactively address challenges and improve processes.

Customer Engagement and Retention
- Build relationships that foster loyalty and long-term customer engagement.
- Execute initiatives that enhance the overall customer experience, aiming to maintain a high retention rate.
- Assist in organizing customer-centric programs that reinforce trust and satisfaction.

Policy Adherence and Improvement
- Follow and uphold company policies and customer service standards that align with industry best practices.
- Provide feedback on policies and suggest improvements to enhance service delivery.

Learning and Development
- Continuously learn and adapt to our CRM tools, SOPs, and evolving service practices.
- Share insights and best practices with team members to foster a culture of continuous improvement.

Customer Support Automation and Innovation
- Utilize CRM tools like Gorgias to optimize ticket handling and improve efficiency.
- Identify opportunities for automation to reduce repetitive tasks and enhance workflow.
- Contribute to implementing innovative tools that improve customer support operations.

Skills and Qualifications

Core Competencies
- Customer-Centric Mindset: Strong ability to prioritize customer satisfaction and deliver exceptional support.
- Efficient Problem-Solving: Proven track record of resolving issues quickly and effectively.
- Adaptability: Ability to thrive in a fast-paced environment and adjust to changing priorities.
- Collaboration: Experience working with cross-functional teams to achieve shared goals.

Behavioral Traits
- Proactive Communicator: You take initiative in addressing customer needs and improving processes.
- Team Player: You foster collaboration and build strong relationships across teams.
- Detail-Oriented: You ensure accuracy and thoroughness in every interaction.
- Empathy: You understand and connect with customers to provide personalized support.

Your Credentials
- Experience: 2+ experience of working, p