Global Customer Support Executive

Elsa Speak

Địa điểm làm việc: Hồ Chí Minh

Hết hạn: 04/11/2021

Chi tiết công việc
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Global Customer Support Executive

Location: Ho Chi Minh City, Vietnam

Department: Customer Success

Report to: Customer Success Leader

The role:

We are looking for a Global Customer Support member to provide excellent assistance to our app users. You will analyse 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 of they can.

What you'll be doing:

Customer Service (70%) - 1st priority

Act as L1 representative to receive and respond customer's questions and complaints/feedback
Analyse and troubleshoot technical issues reported from Vietnamese and English speaking users
Research and identify solutions, provide prompt and accurate feedback to customers
Guide users through a series of actions via chat and email (mainly), or phone, to ensure that all their problems have been resolved
Report any unresolved issues to the person in charge of the Product/Engineering/Payment 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

Partnership support (15%) - 2nd priority

Affiliate support (tracking revenue)
Partnership support: Handle inquiries and requests from global partners to ensure satisfaction and seamless experience with our product.
Suggestions for better customer experience

Operation optimizer (Flexible 15%) - 3rd priority

Working on suggestions to improve current procedure for more efficient work
Documenting every interaction between customers and support team (FAQs), keep the knowledge base to be updated for both internal and external usage

What do you need:

Fresh graduate with proactive attitude is encouraged to apply
1 to 2-year experience in a similar position in startup companies or fast-moving environments is a plus
Proficient in using common computer/technology applications (Outlook, G-Suites, Office)
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 a 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
Excellent in written and verbal English communication

Why will you love working here?

Competitive compensation
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

How to apply?

Apply now to maximize your talents and make a real impact! Send your CV and a short introduction on why you want to join ELSA to [email protected] We love to see your application.

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 4 million user base from 101 countries