Customer Support Officer - Call Team (Night Shift) Crossian

ABOUT THE ROLE

Crossian is a high-growth technology-driven e-commerce business. Behind our success are our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 700% in just under 4 years. Our mission now is to build direct-to-consumer brands and increase customer LTV.

We are looking for a customer-centric agent with good communication skills and a deep understanding of customer satisfaction insights. You will build strong and long-lasting relationships with our customers, and your efforts will drive customer satisfaction, happiness, growth, and added value to the organization.

This role is perfect for you if you are a self-starter, have at least 1 year of experience as a customer service call center agent using English, and are backed by a proven track record and customer satisfaction.

WHAT YOU WILL DO

• Answer and address a high volume of incoming call inquiries related to product issues, sales policies, and order status in a professional and courteous manner
• Provide exceptional levels of customer satisfaction by demonstrating patience and empathy towards customers from diverse cultures and backgrounds in the US
• Identify and escalate issues to higher-level management when necessary
• Meet or exceed key performance indicators for call resolution rate, customer satisfaction
• Recognize low customer satisfaction call and provide constructive feedback and recommendations to agents for improvement. Alert the management team of trends in customer calls or any suspicious event
• Assist supervisors/manager in projects such as call report, developing call scripts or knowledge base content. Provide input on how to improve customer experience

WHAT YOU CAN EXPECT

At Crossian, our people are the key to our success. We believe in creating an attractive total compensation package (TCP) that not only retains employees but allows them to excel in their profession. These include:

• Competitive salary
• Full salary during probation
• 12 days of work-from-home & 12 days of paid annual leave
• Global health insurance package for yourself and annual health checkup
• Guaranteed 13th-month salary
• Quarterly bonus & Year-end bonus as part of our profit-sharing program
• A Pantry & a Crossian Cafe stocked with goodies, ready to serve
• Lots of other company benefits including 5-star annual Summer Summit, budget for frequent team building activities, and other monthly/ quarterly/ annual company events
• General company T&D Program + dedicated T&D budget for managers
• Other benefits in accordance to the Company's Policy and Vietnam Labor Laws

Please note that we appreciate all applicants' interest; however, we will contact only those candidates selected for interviews.

WHAT WE ARE LOOKING FOR

• Bachelor's Degree or Equivalent
• Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
• 1-year experience in a call center or customer service environment, including a minimum of 6 months on night shift
• Have sought knowledge of customer service practices and principles
• Customer relationship management experience is strongly desired
• Experience with support applications like Freshdesk, Zendesk, and Teamsupport is nice to have
• Ability to handle stressful situations and establish rapport with the client
• Ability to present yourself and the company in a professional manner
• Work Hours: 44 hours/week - night shift (specific time to be discussed in the interview)