Customer Support and Service

DUTIES AND RESPONSIBILITIES:

• Help and support customers on a daily basis to ensure operations run smoothly.
• Respond to customer inquiries through various channels such as phone, email and chat.
• Cooperate with internal teams; Product Manager, Project Manager, Software Developer, QA and other related teams to solve customer problems and provide appropriate solutions or alternatives, and then follow up to ensure resolution in accordance with Service Level Agreement (SLA).
• Anticipate customer needs, potential problems and seek out ways to enhance customer service processes so that to increase customer satisfaction and win customer hearts.
• Get requirements from customers and summarize those requirements for Product Manager, Software Developer, and QA in order to improve our platform continuously to be the right solution for the market.
• Handle customer complaints calmly and keep record of customer interactions, transactions, comments and complaints.
• Build the reports of issue management with SLA for both internal and external use.
• Keep updated product knowledge and create the knowledge transferring materials such as Video tutorial, user manual, and others of new version and new features to customers with CSE team.
• Process the knowledge transferring session at customer sites on case by case.
• Visit customer sites as assigned by the supervisor.
• Perform other ad hoc assignments when needed.

KNOWLEDGE, SKILLS AND ABILITIES:

• Fair command of English
• Proficiency with Microsoft Office (Word, Excel, Power Point., etc.)
• Excellent service mind and customer relationship management skills
• Strong analytical and problem-solving abilities and interpersonal skills, with quick adaptation to new technology, methodology and processes
• Can work independently and work as a team with high sense of responsibility, active towards own works and organization
• Presentation skills is a plus
• Be able to work well in a fast-moving and uncertain environment
• Be fast and flexible. Work hard and also smart.
• Have a growth mindset of continuous improvement, and pursuing the greatness.
• SLA/ Technical terms is a plus

EDUCATION AND EXPERIENCE:

• Bachelors degree in Computer Science, Business Administration, Marketing or any related field
• At least 3 years work experience in Customer Services or Sales coordinator (Information Technology or Software Development business is preferred).