Customer Support Officer - Call Team (Night Shift) (360M - 660M VND per year)

Crossian is a high-growth technology-driven e-commerce business. Behind our success is 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 1000% in the last 3 years. Our mission now is to build direct-to-consumer brands and increase customer lifetime value.

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
• Provide exceptional levels of customer satisfaction by demonstrating patience and empathy towards customers from diverse cultures and backgrounds in the US
• Identify and escalate issues to higher-level management when necessary
• 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
• Assist supervisors/manager in projects such as call report, developing call scripts or knowledge base content. Provide input on how to improve customer experience

• Bachelor's Degree or Equivalent
• Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
• Junior Level: 1-3 years of experience in a call center customer service, minimum of 6 months of night shift (annual compensation 360 - 510M VNĐ per year)
• Intermediate Level: 3+ years of direct call center customer service experience, minimum of 12 months continuous on night shift (annual compensation 510M - 660M VNĐ per year)
• Have sought knowledge of customer service practices and principles
• Customer relationship management experience is strongly desired
• Experience with support applications like Freshdesk, Zendesk, and Teamsupport is nice to have
• Ability to handle stressful situations and establish rapport with the client
• Ability to present yourself and the company in a professional manner
• Work Hours: 44 hours/week - night shift (specific time to be discussed in the interview)
• Responsible and mature individuals only

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:

Total Compensation Package (360M - 660M VND per year) 

• Monthly Salary Range: 12-22M VND (depending on experience)
• Bonuses: Average 18 months performance and annual bonuses per year
• Full salary during probation
• Global health insurance, Training & Development budget, Team building budget, 5-star company events, 12 days Work-from-home allowance & much more. 
• Other benefits in accordance with the Company's Policy and Vietnam Labor Law.

Please note that we appreciate all applicants' interest; however, we will contact only those candidates selected for interviews.