Customer Support Officer - Call Team (Night Shift) (360M - 660M VND Per Year)

ABOUT THE ROLECrossian 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 3 years. Our mission now is to build direct-to-consumer brands and increase customer lifetime value.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 necessaryMeet 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