The responsibility of the Customer Support Specialist is to quickly identify the problem and provide solution or make escalation in a timely manner within established deadlines, keeping the balance between customer satisfaction and the service standard

Job Requirements

  1. Education – Bachelor’s Degree Required or equivalent working experience
  2. Experience – 1 year Customer Service experience with Digital Marketing is preferred
  3. Languages – English (Oral & Written) + Vietnamese
  4. Tools/Systems – Fluency with basic productivity tools (Outlook, Ticket Management, Web Conferencing tools) and experience using CRM systems strongly preferred

Job Description

  1. Daily management of SMB customers enquiries advertising on Client’s platforms, provide account setup guidance, account optimization advice and suggestion (call, email, chat) outreach cadence, high volume 80+ daily
  2. Communicate effectively with advertisers and Client’s internal stakeholders (ads review, ads delivery, billing & payment, product etc.) to achieve good customer experience
  3. Adapt: Work in a fast-paced environment and embrace change as an opportunity to step outside your comfort zone by gaining new experiences and developing abilities to be resourceful and independent.
  4. Maintaining the quality of the provided services by initiatives to enhance activities and to promote customer satisfaction with the set qualitative and quantitative performance indicators.
  5. Required to work on Public Holiday, Weekends, and rotational shift depending on operation needs.

Preferred Qualifications

  1. Communication Skills – Strong written and verbal communications skills and use of professional business language
  2. Customer Support Skills – Ability to solve problems and alleviate conflicts or escalate tactfully, work individually and as a team, multitask, manage time and prioritize

Goal Metrics & KPIs

  1. First contact resolution, response & resolution time within predefined KPI/SLA. Achieve targeted Customer Satisfaction & Quality Audit scores set by operation team.
  2. Activities (# of tickets, calls, chats), Handling Time, adherence to attendance and scheduling