Customer Support

1 day ago

Hanoi, Hanoi, Vietnam Got It Vietnam Full time

Do you have a passion for technology and people? Are you excited to be part of one of the fastest-growing technology startups in Silicon Valley? Come join us in our dynamic & global team Got It is looking for a customer service representative to help shape the foundation for how we deliver a delightful customer experience to our users. In this position, you have the opportunity to influence our customer retention, delight our users, and work across all parts of the Got It team

The Core Job

  • Serve on the front lines with our customers as the voice of Got It, mainly through emails (and other user feedback channels when required).
  • Collaborate with other team members working on other shifts to maintain consistent and in time support to the customers. (Working shifts can start as early as 06:00 AM and end at 11:00 PM VN time, and subject to changes based on the product requirements)
  • Use data to timely identify abnormal situations that can affect customer experience and propose remedial actions when needed.
  • Continuously think and improve the current team processes to provide customers with the best experience.

You Must Have:

  • Excellent English skill is a must, especially written English with an empathetic, thoughtful, and concise writing style.
  • High emotional intelligence with the ability to sympathize and offer the best solution to customers.
  • Strong data intuition to develop and refine customer reports, turning insights into actionable ideas that continuously enhance the customer experience.
  • A hustler personality that can operate independently without constant supervision

Extra bonus if you have:

  • 1-2 years of experience in a customer service/account management/ sales role within a technology company.
  • Be familiar with CX platforms such as Zendesk, Hubspot.
  • Be familiar with data processing tools such as SQL, Google Looker Studio.

Why You'll Love Working Here:

  • Hybrid working model:
    Enjoy 2 remote working days per week while fostering a collaborative environment to achieve outstanding results.
  • 21+ paid leave days per year:
    National holidays, sick leave, paid leave, and an additional "Got It Day" for each month without a national holiday.
  • Amazing team:
    Opportunity to work in a dynamic and innovative environment with a team of talented professionals.
  • Competitive salary and benefits package:
    There is no upper limit on how much you can earn. It's all based on your performance and contributions.
  • Best working environment:
     Coffee shop-like open office space, kitchen full of snacks and drinks, West Lake view bar, PlayStation, pool table, etc.
  • Gadgets for work:
     MacBook, external displays. Everything you need for your job is fully provided.
  • Training and personal development:
    Tuition and textbook reimbursement for approved work-related courses; free video training programs from Udacity, Udemy, and The Great Courses Plus; company library with the newest technology and business books.
  • Flexible working hours:
    Enjoy flexibility without strict timekeeping.
  • Free daily lunches and dinners:
     Enjoy fresh meals of your choice delivered straight to the office.
  • Others:
     Office happy hours, participating in self-organized clubs like sports, games, algorithms, piano, etc.

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