Job Description
We are looking for a customer- centric agent with good communication skills and a deep understanding of customer satisfaction insights. You will build strong and long- lasting relationships with our customers, and your efforts will drive customer satisfaction, happiness, growth, and added value to the organization. This role is perfect for you if you are a self- starter, have at least 1 year of experience as a customer service call center agent using English, and are backed by a proven track record and customer satisfaction.
Answer and address a high volume of incoming call inquiries related to product issues, sales policies, and order status in a professional and courteous manner
Identify and escalate issues to higher- level management when necessary
Provide exceptional levels of customer satisfaction by demonstrating patience and empathy towards customers from diverse cultures and backgrounds in the US
Assist supervisors/manager in projects such as call report, developing call scripts or knowledge base content. Provide input on how to improve customer experience
Meet or exceed key performance indicators for call resolution rate, customer satisfaction
Recognize low customer satisfaction call and provide constructive feedback and recommendations to agents for improvement. Alert the management team of trends in customer calls or any suspicious event
Job Requirement
Experience with support applications like Freshdesk, Zendesk, and Teamsupport is nice to have
Customer relationship management experience is strongly desired
Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
1- year experience in a call center or customer service environment, including a minimum of 6 months on night shift
Have sought knowledge of customer service practices and principles
Ability to present yourself and the company in a professional manner
Bachelor&039;s Degree or Equivalent
Ability to handle stressful situations and establish rapport with the client
Work Hours: 44 hours/week- night shift (specific time to be discussed in the interview)
At Crossian, our people are the key to our success. We believe in creating an attractive total compensation package (TCP) that not only retains employees but allows them to excel in their profession. These include:
Competitive salary (12- 15M VND)
Other benefits in accordance to the Company&039;s Policy and Vietnam Labor Laws
Guaranteed 13th- month salary
A Pantry & a Crossian Cafe stocked with goodies, ready to serve
General company T&D Program + dedicated T&D budget for managers
12 days of work- from- home & 12 days of paid annual leave
Lots of other company benefits including 5* annual Summer Summit, budget for frequent team building activities, and other monthly/ quarterly/ annual company events
Global health insurance package for yourself and annual health checkup
Quarterly bonus & Year- end bonus as part of our profit- sharing program
Full salary during probation
Location: Pax Sky Building, No. 63- 65 Ngo Thi Nham, Hai Ba Trung, Ha Noi City
Crossian is a high- growth technology- driven e- commerce business. Behind our success are our people. As a start- up formed in 2020, we have created a fast- paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 700% in just under 4 years. Our mission now is to build direct- to- consumer brands and increase customer LTV.
