CHI DOANH ★ 3.6

CB/I Digital is a leading cloud software and digital marketing company with offices in New York, US and Ho Chi Minh City, Vietnam. We provide cloud software platforms and performance marketing for large enterprise clients and growing brands, including First Citizens Bank, Beam Suntory, LVMH in the U.S. or Be Group, Vinfast, Hoan My Medical Group, and ACB Bank in Vietnam.

CB/I made Inc. 5000 list for fastest growing private companies in America in 2022, and won two Stevie American Business Awards for Best Marketing Campaigns for Paid Advertising and SEO in 2023.

We built Conative.ai, the data & predictive analytics SaaS platform for Retail & Ecommerce. Conative.ai helps retail brands increase marketing and inventory efficiencies with our data engine, AI engine and an analytic engine that delivers near-real time data analytics and actionable insights.

We have an ambitious culture that aims to achieve very ambitious goals for our client’s success, demands the very best of ourselves, and honors deep integrity and dedication. We are an Adobe Solutions Partner, Google Premier Partner, and Facebook Business Partner.

JOB DESCRIPTION

We are looking for personable, responsible, and customer-obsessed individuals to join our Customer Service team. The role will require professionally addressing customer questions, handling product inquiries, modifying or adjusting orders, and managing customer requests, comments, questions, and more via email and chat.

We are looking for great interpersonal skills along with experience using Gorgias, Shopify and Happy Returns.

• Maintaining a positive, professional, empathetic, fun and friendly attitude with customers at all times
• Communicating with Melinda Maria e-commerce customers via e-mail, and forms
• Maintaining KPIs benchmark
• Work with our Client on strategies to engage with customers to keep the Melinda Maria brand top of mind when it comes to purchasing their next piece of jewelry
• Issuing/editing orders, processing returns, etc. per customer needs
• Returning customer inquiries within one business day
• Keeping a record of customer interactions, transactions, comments and complaints and relaying to the Customer Service Lead and Head of Sales on a weekly basis

BENEFITS

• Competitive salary based on candidate's ability & expertise level.
• Learn advanced coding techniques from leading industry experts
• Gain extensive coding experience and skills from a variety of projects, platforms
• Work in a dynamic, transparent, and professional environment
• Improve English language and communication skills
• Receive social insurance, health insurance, and other benefits following the labor law and company provisions
• PLUS Bao Viet, PTI premium insurance
• Participate in the company trip every year
• Have opportunities for a salary increase ahead of time with a great solid contribution.
• Receive the 13th-month salary bonus with good performance and bonus according to the project progress.
• Receive overtime pay according to company policy (x1.5 with weekdays, x2 weekends)

REQUIREMENTS

• Proven customer support experience in English.
• Experience using Gorgias, Shopify, and Happy Returns is highly preferred.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with a personable and friendly demeanor.
• Demonstrated ability to maintain a positive, professional, and empathetic attitude.
• A customer-obsessed mindset with a passion for providing outstanding service.
• Detail-oriented with the ability to manage and record customer interactions accurately.
• Ability to meet and maintain Key Performance Indicator (KPI) benchmarks.
• Proactive and able to work collaboratively with team members and leadership.
• Strong problem-solving skills with the ability to handle order modifications, and returns efficiently.
• Ability to quickly learn and maintain in-depth product knowledge.
• Must be responsible and capable of managing customer inquiries in a timely manner (within one business day).