Customer Success Specialist

1 week ago

Hanoi Capital Region, Vietnam GemCommerce Full time ₫1,500,000 - ₫18,000,000 per year

You'll do

  • Communicate with customers via live chat platform to help them get familiar with the product or provide them with the appropriate document to include 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.
  • Thrive on providing support through many different channels of communication, including email, chat, ticket and social media such as Facebook Group.
  • 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 (01:00 PM - 10:00 PM); Tuesday to Saturday (01:00 PM - 10:00 PM) or Monday to Friday (01:00PM - 10:00 PM)

You Have…

  • Minimum of 1 year of experience in Customer Success.
  • Proficiency in English at a B2 level (CEFR) or equivalent to IELTS
  • Experience with Shopify is preferred, particularly in relation to page builder products or similar tools within SaaS/E-commerce.
  • Basic technical knowledge is a plus.
  • Strong customer service mindset and skillset, with the ability to effectively manage and de-escalate difficult, urgent, or critical customer situations while prioritizing varying levels of customer support.
  • Exceptional interpersonal skills, with the ability to build and maintain relationships across diverse personality types.
  • Competence in evaluating, troubleshooting, and resolving customer issues, including the ability to replicate and document cases for escalation.
  • Ability to perform effectively under pressure and meet tight deadlines.

We offer

  • Salary range: Up to 18MIL
  • Able to work remotely
  • Performance review: 2 times per year.
  • Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
  • Lunch meal + Parking fees provided (if any).
  • 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 (if any)
  • 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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