Job Description
This position requires a dedicated professional to manage user interactions and support operations through online customer service platforms. The candidate will be responsible for addressing customer inquiries, resolving technical issues, and providing timely assistance to ensure a seamless user experience. Additionally, they will need to analyze user feedback, identify recurring problems, and contribute to process improvements that enhance service efficiency. The role also involves maintaining a high level of communication with both internal teams and external clients to ensure alignment with business goals and customer needs.
Key Responsibilities
- Provide comprehensive support by receiving and resolving user inquiries through online customer service tools, including chat, email, and ticketing systems.
- Act as a liaison between users and technical teams by promptly documenting and escalating unresolved issues to ensure timely resolution.
- Conduct regular analysis of user feedback to identify patterns, prioritize problem-solving efforts, and recommend process optimizations for improved service quality.
- Collaborate with cross-functional teams to resolve complex user issues, ensuring all stakeholders are informed and aligned with solutions.
- Monitor user satisfaction metrics and implement strategies to enhance customer experience, such as improving response times and service accuracy.
- Participate in knowledge-sharing sessions to ensure consistent understanding of product features, troubleshooting methods, and customer service protocols.
Job Requirements
- Proficient in both Vietnamese and English, with the ability to communicate effectively in Mandarin as an added advantage.
- Strong business acumen and analytical skills to interpret user feedback, identify business opportunities, and contribute to strategic decision-making.
- Experience in financial-related domains is preferred, including knowledge of accounting principles, budgeting processes, and financial reporting tools.
- Ability to work in rotating shifts, including night shifts (three shifts per day: 9:00-18:00, 15:00-00:00, 00:00-9:00), with flexibility to adapt to changing operational demands.
- Excellent problem-solving skills and attention to detail to ensure accurate resolution of user issues and maintain high service standards.
- Proficiency in using customer service software, CRM systems, and data analysis tools to manage user interactions and track service performance.
- Strong teamwork and communication skills to collaborate with internal departments and external clients while maintaining a professional demeanor.
