Global Customer Support Executive - Japan Market

Công ty TNHH ELSA VIỆT NAM

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 21/09/2021

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Giới thiệu công ty

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Global Customer Support Executive - Japan Market

Team: Customer Success
Location: Ho Chi Minh City, Vietnam
Report to: Leader of Customer Success

We are looking for a Global Customer Support member to provide excellent assistance to our Japanese app users. You will analyze customers' problems and help them resolve any issues. You'll be working with a group of passionate and talented teams from Vietnam, US and Portugal and experience the true spirit of a fast-growing tech startup.

The ultimate goal of your position is to happily support external stakeholders (included but not limited to consumers, customers, etc) and optimize internal processes to the smartest and most techy they can.

ABOUT US

ELSA - English Language Speech Assistant is a mobile application currently helping millions of learners to perfect their English pronunciation through our state-of-the-art voice recognition technology and Artificial Intelligence digital pronunciation coach.

We have built out a reputable track record with through well-renowned awards: :

- "The Best Digital Learning App" at Reimagine Education 2016

- The 2016 winner of the world's largest startup competition SXSWEdu Launch

- Funded byGoogle 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)

- Reputable mobile application growing rapidly with 13 million user base from 101 countries

JOB RESPONSIBILITIES

Customer Service (70%) - 1st priority

B2C and B2B support
Analyze and troubleshoot technical issues reported from global users
Research and identify solutions, provide prompt and accurate feedback to customers
Guide users through a series of actions via phone, email or chat, to ensure that all their problems have been resolved
Report any unresolved issues to the person in charge of the Product or Engineering team accordingly
Ensure all issues are properly logged
Collect user's feedback, propose initiatives for continuous improvement of the agental support process, and provide useful insights for product development
Prepare accurate and timely reports regarding customer complaints/ bug reports/ content errors and Take Appropriate Action.

Partnership support (15%) - 2nd priority

Affiliate support
Partnership support: Handle inquiries and requests from global partners to ensure satisfaction and seamless experience with our product.

Operation optimizer (Flexible 15%) - 3rd priority

Documenting every interaction between customers and support team (FAQs), keep the knowledge base to be updated for both internal and external usage.
Ad Hoc tasks assigned by manager to balance working capacity

KEY REQUIREMENTS

- 1 to 2-year experience in a similar position in startup companies or fast-moving environments.
- 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 sense of urgency for contact response time in the face of variable workflow.
- Demonstrates effective communication, composure, and professional attitude
- Meticulous, excellent organizational skills, customer-oriented with an ability to prioritize important projects and handle high pressure
- An "A-team" player who can deliver high-quality outcomes both independently or in a team
- Tech-savvy, proficient in common computer/technology applications
- Understanding Japanese culture and excellent in written/verbal Japanese communication

WHAT WE OFFER

Competitive compensation, PTI Premium Private Health Insurance
Social Insurance, Health Insurance, Unemployment Inssurance
ELSA Pro 3 months during Probation, ELSA 1 year after Probation
Internal Training, External Workshop, Training Course to be better
Experience the true startup spirit of a fast-growing and well funded Silicon Valley startup
Opportunities to grow professionally and play a critical role to shape the next stage of our company's growth
Opportunity to create an impact on the lives of 1.5 billion language learners around the world

TO APPLY

Apply now to maximize your talents and make a real impact! Send your CV to

Thông tin chung

Ngày hết hạn: 21/09/2021
Thu nhập: Thỏa thuận

Giới thiệu công ty Xem trang công ty

Công ty ELSA là một nhân tố tiềm năng trong cộng đồng khởi nghiệp, được thành lập tại San Francisco với văn phòng kỹ thuật tại Lisbon. Tầm nhìn của chúng tôi là giúp mọi người sử dụng ngoại ngữ với đủ sự tự tin, từ đó có được cuộc sống tốt đẹp hơn và nắm bắt nhiều cơ hội nghề nghiệp.

ELSA (English Language Speech Assistant) is a startup founded in 2015 by Stanford alum Ms. Vu Van, and Dr. Xavier Anguera, a veteran in speech recognition and AI. ELSA's app, which is called ELSA Speak, listens to the way language learners pronounce words, sentences or conversations to pinpoint exact errors and provide real-time, accurate feedback on their pronunciation mistakes with specific suggestions on how to improve. The company built its own proprietary speech technology using deep learning and A.I. to detect people's pronunciation mistakes with 95%+ accuracy. Based in San Francisco, ELSA has raised $27 million in capital and is backed by leading VCs in Silicon Valley, Southeast Asia and Japan. ELSA Speak is available for iOS and Android and is used by more than 22 million users in over 101 countries. The company has offices in Portugal, Vietnam, India, Indonesia and Japan. ELSA has been recognized as Top 5 Best Artificial Intelligence Apps (by Research Sniper); and Top 4 Companies Using AI To Transform The World (by Forbes).

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