Customer Support

THE ROLE

As a Customer Support Executive, you have the incredible opportunity to create an unparalleled experience for our customers, setting Pixelz apart from our competitors. We firmly believe that every customer deserves superior support at every touchpoint, and as a member of our Global Customer Support Team, you will help us deliver just that to thousands of global brands.

Your role as the voice, eyes, and ears of Pixelz requires exceptional communication skills, a deep understanding of our brand and values, and an unwavering commitment to providing outstanding customer service. Your passion for excellence will drive you to exceed customer expectations, ensuring that they receive exactly what they need, when they need it, and always in line with our esteemed Pixelz standards.

JOB RESPONSIBILITIES

• Daily Operations: Provide timely resolution of customer inquiries and issues; collaborate with teams to meet SLAs and ensure positive customer experience.
• Account Management: Proactively identify and address potential customer issues; conduct in-depth investigations and align with sales for up-selling and cross-selling opportunities.
• Side Tasks/Projects: Participate in initiatives to improve customer experience and operational efficiency; collaborate with teams to implement new processes.
• Communication and Collaboration: Foster effective communication with customers and internal teams; act as a liaison between customer support and other departments.
• Continuous Improvement: Evaluate and suggest improvements to support processes; stay updated on industry trends and implement best practices.
• Documentation: Maintain thorough documentation of interactions and activities; create and update internal process documentation and FAQ.
• Training and Development: Participate in training programs, share expertise with team members, and contribute to a collaborative work environment.

JOB REQUIREMENTS

• 2+ years of experience in customer service
• Fluent English speaker. Additional languages will be a plus
• Experience with web­-based customer support applications (Zendesk, Planhat, etc)
• General knowledge of Photoshop and photography is highly appreciated
• Experience within SaaS companies is preferred
• Strong writing skills and a keen eye for detail
• Strong empathy for customers and a 'customer first' mindset
• Dependable and punctual, with strong time management and prioritizing skills
• Team player with an upbeat personality
• Can work rotating in 3 shifts (morning, afternoon, and night)

WHAT WE OFFER

• Competitive salary package up to 17.000.000 gross
• Flat, transparent, and industry-leading organization
• An international working environment in a dynamic and vibrant team
• Inspiring workspace in a skyscraper building in Hanoi
• The tools and equipment you need to successfully perform your daily tasks
• Personal and professional development prospects
• 6-months maternity leave and two weeks fully paid off for parental leave
• Up to 15 days of annual leave per year
• Team fun activities and summer trip allowance.