Junior Customer Support Officer, Call Team (Night Shift) - Up to 20 Months of Annual Salary

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
Yêu cầu:
Bachelor's Degree or Equivalent
Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
Junior Level: 1-3 years of experience in a call center customer service, with a minimum of 6 months of night shift experience
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)
Responsible and mature individuals only
Quyền lợi:
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:
Total Compensation Package
Monthly Salary: Competitive and negotiable based on experience
Guaranteed Pay: 13th-month salary and 100% gross salary during probation
Bonuses: Average 8 months' performance and per year
2/ Health & Wellness
Premium Global Health Insurance
Full salary contribution to compulsory social insurance (SI, HI, UI)
Other benefits fully comply with the Company's Policy and Vietnam Labor Laws.
3/ Work-Life & Perks
5-day work week with 12 days of paid annual leave and 3 well-being day off.
An annual 5-star Summer Summit.
Office Amenities: A well-stocked Pantry and a dedicated Crossian Café with free refreshments and goodies.
Learning & Development: General Company Training & Development Program