Customer Support Consultant (Open for Remotely Working)

We’re seeking a Customer Consultant to analyze, design, develop, deploy and optimize to create the best solution possible from start to finish for our service. To do this, you need to see endless opportunities for our customers at the intersection of business and the latest technological developments.

Your main responsibilities will be:

- Develop a complete customer support solution
- Work with customers to identify business requirements
- Optimize the customer’s current data solutions and infrastructure
- Ensure instant, easy access and 24/7 services through email, chat, social
- Responsible for the analysis and the design of cognitive engagement solutions
- Measure KPIs using appropriate systems, tools, and techniques
- Implement a technical solution to reflex customer support services with automatic emails, chats including AI chatbots.
- Collaborate with colleagues to define customer experience strategies that drive improved business performance
- Answer questions about company products and services
- Suggest solutions or opportunities to customer concerns
- Work with team members to keep up-to-date with all policy and workflow changes.
- Report and escalate operational and employee performance issues to management as needed
- Build the skills of team members by sharing your expertise, mentoring and coaching
- Be able to manage the team remotely when needed

BENEFITS

*For working remotely:
- Attractive salary and benefits
- Open and honest culture where people are valued, treated fairly and trusted and empowered
- Additional bonus every year
- Health Insurance package

*For working in Vietnam:
- Attractive salary and benefits, international, fun and professional working environment
- Flexible office hours, we work 40 hours per week (Monday-Friday)
- 13th salary and additional bonus every year
- Lunch allowance offered and free drinks (coffee, tea, etc)
- Government social, health and unemployment insurance for Vietnamese staff
- Annual health check, annual flu vaccination.
- Health Insurance package
- Paid leave (12 days/year plus Vietnamese public holidays).
- Break room for everyone: We love board games, video games, VR, PS4, ping pong, football tables, and many more!
- Standing desks if you like; Modern hardware; No dress code; Company trip; Annual Family Day.
- Gym and in-house classes: Kickboxing, Yoga, Zumba, BJJ
- We support relocation, work permit and resident card for foreign staff members
- Salary Range: negotiate

- B.Sc./B.A. or equivalent work experience combined with relevant industry experience in a consulting role
- At least 3 years of relevant work experience
- Working experience on 24/7 customer services through email and chat for English and any other language
- Experience in developing KPIs systems, tools and techniques
- Demonstrated ability to match technical solutions with customer business requirements
- Knowledge of technical solution to deflect customer to automatic emails, chats including AI
- Strong understanding of the field of AI and the implications it has on business operations
- Understanding of Chatbot operating model and possible use cases of deployment
- Understanding of design thinking/ human-centered design methodology and experience in using it in project implementation
- Good computer skills (familiar with MS Office & Google applications).
- Excellent verbal and written communication skills, be able to communicate with a variety of different audiences and strong presentation skills
- Excellent interpersonal skills.
- Ability to effectively recognize and adapt to change
- Flexibility to work additional hours, if needed
- High sense of responsibility and enthusiasm.
- Candidates with less experience will also be considered, provided with exceptional performance

- 13th payment
- Lunch Allowance, free drink: tea, coffee, cafe,..

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