Customer Support Officer - Call Team (Night Shift) (360M - 510M VND Per Year)

ABOUT THE ROLECrossian is a high-growth technology-driven e-commerce business. Behind our success are 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 900% in the last 3 years. Our mission now is to build direct-to-consumer brands and increase customer LTV. We are looking for a customer-centric agent with good communication skills and a deep understanding of customer satisfaction insights. You will build strong and long-lasting relationships with our customers, and your efforts will drive customer satisfaction, happiness, growth, and added value to the organization. This role is perfect for you if you are a self-starter, have at least 1 year of experience as a customer service call center agent using English, and are backed by a proven track record and 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