Customer Support Specialist – GemCommerce
Job Description
- Communicate with customers via the live chat platform to help them get familiar with the product or provide them with the appropriate document included in conversations.
- Listen to customers and work with technical staff to figure out what their issues exactly are and solve them as soon as possible.
- Educate and empower our customers to become better users of the product.
- Thrive on providing support through many different channels of communication, including: email, chat, tickets, and social media such as Facebook Groups.
- Collaborate with technical staff to learn the product and support the customers in using it effectively.
- Proactively provide feedback to internal teams that helps improve our products and create a better customer experience
- Maintain excellent knowledge of our products and services in order to understand the customer’s needs.
- Other duties as assigned by manager
You have…
- Excellent English skills, especially in writing and reading (English level should be equivalent to IELTS 6.5/TOEIC 850 and up);
- Good computer skills (familiar with MS Office & Google applications);
- Having experience in Customer Support is an advantage (preferred in technology/ e-commerce).
- Must be a good team player, capable of working independently as well.
- Patience, attentiveness, and goal-oriented focus.
- Being empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill.
- You’re curious and have a natural ability to “zoom-out” of a problem, in order to ask the right questions.
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
- High sense of responsibility and enthusiasm;
- College students and freshmen are preferable;
We offer
- Gross salary range: 3,000,000 VND
- Opportunities on a wide range of projects, receive guidance & feedback from successful customer success professionals
- On-job training and participation in practical activities that improve expertise, interpersonal skills, and career orientation.
- The work is 100% online
- Flexible schedule for students.
