Job description for Customer Success Specialist (6am-3pm or 1pm-10pm) at CÔNG TY TNHH GEMCOMMERCE
You’ll do
- Communicate with customers via live chat platform to help them get familiar with the product or provide them with the appropriate document to include 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, ticket and social media such as Facebook Group.
- Collaborate with technical staff to learn the product and support the customers to use it effectively.
- Proactively provide feedback to internal teams that help to 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
- Working time (UTC+7): Sunday to Thursday (01:00 PM - 10:00 PM); Tuesday to Saturday (01:00 PM - 10:00 PM) or Monday to Friday (01:00PM - 10:00 PM)
You Have…
- Minimum of 1 year of experience in Customer Success.
- Proficiency in English at a B2 level (CEFR) or equivalent to IELTS 6.0 - 6.5.
- Experience with Shopify is preferred, particularly in relation to page builder products or similar tools within SaaS/E-commerce.
- Basic technical knowledge is a plus.
- Strong customer service mindset and skillset, with the ability to effectively manage and de-escalate difficult, urgent, or critical customer situations while prioritizing varying levels of customer support.
- Exceptional interpersonal skills, with the ability to build and maintain relationships across diverse personality types.
- Competence in evaluating, troubleshooting, and resolving customer issues, including the ability to replicate and document cases for escalation.
- Ability to perform effectively under pressure and meet tight deadlines.
We offer
- Salary range: Upto 18MIL
- Able to work remotely
- Performance review: 2 times per year.
- Yearly Salary Package: 13th-month salary bonus + Performance bonus: up to 3 months.
- Lunch meal + Parking fees provided (if any).
- 12 annual leaves/ year.
- Bonus on birthday, 30/4&1/5, 2/9.
- Social insurance & Health insurance for team members.
- Annual Health Checkup at the top clinic in Vietnam.
- Weekly shoulder massage treatment (if any)
- Annual team building: summer trip, many indoor and outdoor activities such as soccer club, swimming club, cycling club…
