ABOUT THE ROLE:
Crossian is a high-growth technology-driven e-commerce business. Behind our success is 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 1000% in the last 6 years. Our mission now is to build direct-to-consumer brands and increase customer lifetime value.
We're looking for a customer-centric agent with strong communication skills and a deep understanding of customer satisfaction insights, who will build lasting customer relationships and drive satisfaction, growth, and added value for the organization
*This role is perfect for you if you're a self-starter with 1-3 years of experience as an English-speaking call center agent, backed by a proven track record in 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 WE ARE LOOKING FOR:
- 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
- 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
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:
1/ 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 15 days of paid annual leave.
- 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
