Customer Support Executive (Temporary Contract) - Indonesia
Location: Ho Chi Minh City, Vietnam
Team: Global Customer Success
Report to: Head of B2C Support and Global B2B Success
What you'll be doing:
- Respond to global customer's inquiries via phone, email, or chat and ensure that all their problems have been resolved timely with a satisfactory resolution
- Research and identify solutions/answers, provide prompt and accurate feedback to customers
- Coordinate with relevant departments such as Engineering, Products, Finance, Marketing, etc. to assist customer's inquiries promptly
- Collect user feedback, propose initiatives for continuous improvement of the agent support process, and provide valuable insights for product development
- Review current FAQs and update them regularly (monthly, quarterly)
- Review and produce an updated manual guide
- Other tasks assigned by the Head of the Department
Requirements:
- 1 to 2 years experience in a similar position in startup companies or fast-moving environments.
- Fluent in Bahasa Indonesia
- Proficient in Vietnamese (Native speaker preferred)
- English communication skills are required (B1)
- Call center experience (preferred)
- Proficient in using common computer/technology applications
- Have a flexible, resilient, and positive can-do attitude, have initiative, and be proactive in problem-solving beyond the call of duty
- Demonstrate an appropriate urgency for contact response time in the face of a variable workflow.
- An "A-team" player who can deliver high-quality outcomes both independently or in a team
- Tech-savvy, proficient in common computer/technology applications
- Experience in using Freshdesk, Salesforce, and CRM systems (preferred)
- Graphic design and video production experience (preferred)
Why You'll Love Working Here?
- Competitive compensation
- Working time: Mon-Fri (9am - 6pm)
- 12 days Annual leave, 1 Birthday leave, 1 Christmas leave
- Premium health insurance and annual health check-up to keep you in top shape
- Full social insurance
- Free ELSA Premium courses to polish your language skills
- Sponsorship for online or external courses - learn and grow on us!
- Annual company trips and monthly happy hours - work hard, play hard!
Apply now to maximize your talents and make a real impact!
How to apply?
Send your CV to [email protected]
About the Company:
ELSA is a San Francisco-based startup founded in 2015. It debuted at SXSW in March 2016, where it won the SXSWedu launch competition. ELSA is an A.I.-assisted language learning platform that teaches people how to speak English. We now have 54 million users from 234 countries. In Feb 2019, Gradient Ventures - Google's AI fund became Elsa's strategic investor in Series A funding.
Vietnam is a key market with more than 4 million users, and will continue growing exponentially.
We have built out our track records with high calibre teams:
- "The Best Digital Learning App" at Reimagine Education 2016
- The 2016 winner of the world's largest startup competition SXSWEdu Launch
- Recently invested by Google AI's fund
- Recognized as Top 5 Best Artificial Intelligence Apps (by Research Sniper), and Top 4 Companies Using AI To Transform The World (by Forbes)
- Proven mobile app product with a growing user base of 13 million people from 101 countries
Join ELSA to grow globally, and work with an A Team to transform the world.
