Customer Service Specialist

About Dat Bike
Dat Bike is a technology startup whose mission is to drive mass adoption of green transportation in Vietnam. We make the most compelling and dependable electric bikes so that customers can just switch without making any compromises. To do this, we welcome the brightest people to join our journey
About the job
Customer service is crucial to Dat Bike's success because it is the interface to knowing what our customers want. We can only build the right products from listening to our customers. You will provide the best experience that our customers deserve and collect data to guide product development at Dat Bike.
Responsibilities
1. Providing technical support:
To resolve complaints/issues from all channel (call/ chat/ email)
To ensure the customer enquiries and requests are addressed in a timely manner
To coordinate with other internal teams to ensure the after-sales quality and customers' requirements are met
To handle tickets in 2 queues (Vietnamese - English)
2. Call Center support:
Conduct frequent customer surveys
Train, assist, and mentor new agents in the department
Assist Customer Service Manager
Check and follow up daily on tickets pending
Monitor CS team performances closely, ensuring all KPI metrics are achieved
Requirements
Fluency in English (Speaking, listening, writing and reading);
At least 1 year experience as a senior agent and 2 years experience as CS agent;
Critical thinking and good problem-solving skills, strong communication and negotiation abilities;
Hard-working, patient and honest, analytical with attention to detail;
Computer literate (MS Word, Excel, PowerPoint);
Hi-tech, consumer goods, or automotive industry experience is a plus.
Benefits
Competitive income.
Meal support according to company policy.
Social insurance.
MIC insurance.
Discount price to buy a Dat Bike.
Location
Dat Bike Factory, Lot II-1, Road No. 1, CN2 Group, Tan Binh Industrial Park, Tay Thanh Ward, Ho Chi Minh City