Junior Customer Support Officer - Call Team (Night Shift) (12-15M)

ABOUT THE ROLE
Crossian 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 700% in just under 4 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
Provide exceptional levels of customer satisfaction by demonstrating patience and empathy towards customers from diverse cultures and backgrounds in the US
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
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
Identify and escalate issues to higher-level management when necessary
Meet or exceed key performance indicators for call resolution rate, customer satisfaction
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 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:
12 days of work-from-home & 12 days of paid annual leave
Competitive salary (12-15M VND)
Full salary during probation
Global health insurance package for yourself and annual health checkup
Quarterly bonus & Year-end bonus as part of our profit-sharing program
Lots of other company benefits including 5-star annual Summer Summit, budget for frequent team building activities, and other monthly/ quarterly/ annual company events
A Pantry & a Crossian Cafe stocked with goodies, ready to serve
General company T&D Program + dedicated T&D budget for managers
Guaranteed 13th-month salary
Other benefits in accordance to the Company's Policy and Vietnam Labor Laws
Please note that we appreciate all applicants' interest; however, we will contact only those candidates selected for interviews.

WHAT WE ARE LOOKING FOR
Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
Bachelor's Degree or Equivalent
Have sought knowledge of customer service practices and principles
Customer relationship management experience is strongly desired
1-year experience in a call center or customer service environment, including a minimum of 6 months on night shift
Experience with support applications like Freshdesk, Zendesk, and Teamsupport is nice to have
Ability to present yourself and the company in a professional manner
Ability to handle stressful situations and establish rapport with the client
Work Hours: 44 hours/week - night shift (specific time to be discussed in the interview)