Customer Support Executive

Ultimate goal of your position is to happily support external stakeholders (included but not limited to consumers, customers, etc) and optimize internal processes to the smartest and most techky of they can.

Carear path:
- WARM UP (6 months): you can get used to all support workload and user demographics, included but not limited to: External customer support (Product support and Sales Support), Partnership/Affiliate support, optimization and automation.
- SPEED UP (6 months): TBD (capability-based)

WARM UP:
Customer Support (60%) - Flexible - 1st priority
- Sales support (20-25%)
+Product training and customer services: By making product materials and customer support readily available to your prospect, you are helping them make their purchasing decisions.
+They can read your product specifications and manuals or directly talking/chatting with you to understand the product. If there are questions, they can reach out to you as sales support. Nothing beats access when it comes to tipping the scales in favor of your brand
+Using knowledge of email and written communication skills to provide customer support through Freshdesk (a support system that includes various channels
- Product support (30-35%)
+ Using product and service knowledge to answer customer questions
+ Review Customer Complaints/bug report/content error and Take Appropriate Action
2. Global partnership support (20%) - Afternoon - 2nd priority
- Affiliate support
- Partnership support: follow up with a lot of requests and other support
3. Operation optimizer (Flexible -20%) - 3rd priority
- Working on Freshdesk and ongoing with automation optimization.
- Documenting every interaction between customers and support team (FAQs) and try to optimize the process
- Working on the script to use BOT

We're looking for:
- The very most important above of our requirement is Customer Support Mindset. Don't make excuse.
- Proven experience in sales/customer service role (1 year or more is preferred)
- Proficient in using common computer/technology applications
- Great attitude: responsible; independent as well as a good team player; problem-solving oriented; flexible; eager to learn and grow
- Excellent customer service skills
- Organized and meticulous
- Proficient in English

** Please write us an email to indicate why you want to be a part of ELSA team, and why you would be the right fit.***

- Health insurance
- Advanced Training program

Hồ sơ theo yêu cầu của nhà tuyển dụng khi liên hệ trực tiếp