Customer Support Executive (Fluent In English And Mandarin/Cantonese) Tek Experts Vietnam Co., Ltd

Resolution Customer

• Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
• Effective end-to-end escalation management, driving fast and accurate resolutions for our customers.
• Leads strategic projects designed to improve resolution times and customer satisfaction and increase efficiency.
• Set and manage support expectations with customers.

Escalation Handling

• Drive high-risk issues to resolution by establishing clear communication channels, documenting and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
• Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.

Process Improvement

• Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.
• Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.

• Competitive salary package
• Full salary provided during the 3-months OJT period
• Full salary coverage for social insurance and premium PJICO health insurance
• Immersive global environment with daily English practice
• Flexible working hours, focus on performance & work efficiency
• Top-notch office space meeting international standards, featuring a Sky Garden for internal events, complimentary tea and coffee in the pantry, and leisure sports options like table tennis and foosball

• Bachelor's degree in technology, business, or equivalent field.
• 2+ years of customer service, technology industry, or related experience is preferred
• Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
• Strong written and verbal communication skills in English or bilingual in English and one of the following languages: Mandarin/Cantonese
• Understanding of reactive case lifecycle and troubleshooting methodology.
• Strong judgment, decision-making skills, and ability to work under continual deadline pressure.
• Excellent at multitasking, task prioritization, and time management.
• Collaborative team player with strong stakeholder management skills