GEMCOMMERCE

You’re a great match if you
Why we’re looking for youWe are looking for an experienced Customer Success Specialist in this high growth rate stage, who can work directly with our customers all over the world.
After purchasing/sale for the product is the most important phase of the customer lifecycle to ensure customers have the best experience in this product and service, and no negative reviews left.

Effectively prioritize, multitask, and engage with customers.
Possess empathy, diplomacy, and poise under pressure when working through customer concerns.
Put the team above yourself- elevating the group&039;s performance through proactive collaboration and knowledge- sharing.

You’ll do

Educate and empower our customers to become better users of the product.
Communicate with customers via live chat platform to help them get familiar with the product or provide them the appropriate document included in conversations.
Collaborate with technical staff to learn the product and support the customers to use it effectively.
Thrive on providing support through many different channels of communication – including: email, chat, ticket and social media such as Facebook Group.
Proactively provide feedback to internal teams that help to improve our products and create a better customer experience
Listen to customers and work with technical staff to figure out what their issues exactly are and solve them as soon as possible.
Maintain excellent knowledge of our products and services in order to understand the customer’s needs.

You have...

Ability to work well under pressure and meet tight deadlines.
Excellent interpersonal skills and ability to develop relationships with all personality types.
Must be a good team player, capable of working independently as well.
Good Knowledge about e- commerce is a big plus
You’re curious and have a natural ability to “zoom- out” of a problem, in order to ask the right questions.
English: Advanced level (Effective written communication skills);
Minimum 1+ years’ experience in Customer Support (experience in technology/ e- commerce is an advantage).
Being empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill.
Ability to evaluate, troubleshoot, and follow- up on customer issues as well as replicate and document for further escalation.
Patience, attentiveness and goal- oriented focus.
Ability to own the customer experience and deliver more than their expectations, treat them well as a guest in your own home

We offer...

Annual team building: summer trip, many indoor and outdoor activities such as soccer club, swimming club, cycling club...
Clear vision of your career progress: performance review with potential for raise 2 times per year and Team Leader promotion opportunity.
Working directly with foreign customers and colleagues, leverage your Business English Communication skills.
Social insurance & Health insurance for team members & Annual
Yearly Salary Package: 13th- month salary bonus + Performance bonus: up to 3 months. + Bonus on birthday, 30/4&1/5, 2/9.
Days off: 12 annual leaves/ year and 12 remote working days/ year.
Health Checkup at the top clinic in Vietnam
Work remotely (after probation)
You are encouraged to have a life outside of work: Regular team building activities, tickets to conferences, sporty activities, etc.
Salary range: Negotiate
Weekly shoulder massage treatment.

Why you’ll love working here

Professional and creative office view
Clear & Scientific Agile Framework on the whole company workflow & culture.
Own valuable customer relationships in one of the fastest thriving industries.
Young and passionate colleague
Deliver a top- notch customer experience which helps customers to maximum their benefits
Learn product- thinking and customer- centric mindset.
Become an expert with in- depth knowledge about world- class products and services
Collaborative and supportive environment
Working time (optional): Sunday to Thursday (09:00 PM- 06:00 AM) or Tuesday to Saturday (09:00 PM – 06:00AM)