Customer Support Officer – Email team

• Answer and address a high volume of incoming email/chat inquiries relating to product issues, sale policy, orders status in a professional and courteous manner
• Provide high levels of customer satisfaction – displaying patience and empathy towards customers who represent different cultures and backgrounds from US
• Identify, escalate issues to the higher-level management when necessary
• Partner with sales and fulfillment team to notify customers of late supply or issues preventing on-time fulfillment and propose item substitutions when required
• Adhere to performance metrics to meet service level expectations and assigned KPI
• Participate in constructive quality feedback sessions with management to improve performance

• Bachelor Degree or Equivalent
• Proficient in English listening, verbal and written communication skills. Ielts above 6.5 or equivalent 
• 1-3 years of experience in customer service support, preferable candidates from E-commerce company like Tiki, Lazada, Shopee or with experience in Start up Environment
• Have sought knowledge of customer service practices and principles
• Have CRM experience is strongly desired
• Experience with support applications like Freshdesk, Zendesk, Teamsupport is nice to have.
• Ability to handle the stressful situation appropriately
• Ability to establish rapport with the client
• Ability to present yourself and the company in a professional manner
• Ability to satisfy customers with the personal commitment to fulfill your orders, desires and expectations
• Can work under high pressure

• Competitive salary $800-$1500 (100% salary during probation)
• Bonus:

-         13th-month salary

-         Performance bonus

-         Premium health insurance for employees

-         Lunch/ Drink/ Snack allowance (70$/month)

-        Annual company trip (budget up to $1200), team building (120$/year), engagement events/ activities

• Clear career roadmap, chance to be promoted and rotated.
• High-end working environment (central location, modern equipment, lunch/ drink/ snack).
• 20 days of work from home and 12 annual leaves per year.
• Premium healthcare insurance
• Annual health check-up 
• Fair, transparent and open working environment/ culture