Junior Customer Support Officer – Email Team (Night Shift) (10-16M)

ABOUT THE ROLE
Crossian 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 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 extensive 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 bring added value to the organization.
This role is perfect for you if you are a self-starter, have at least 1 year of experience in customer service backed by proven tracked record implementing top notch customer service programs, policies and processes.
WHAT YOU WILL DO
Collaborate with the sales and fulfillment teams to inform customers of delayed supplies or issues hindering on-time fulfillment and suggest item substitutions when necessary
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 email or chat inquiries related to product issues, sales policies, and order status in a professional and courteous manner
Identify and escalate issues to higher-level management when necessary
Adhere to performance metrics to meet service level expectations and assigned KPIs
Participate in constructive quality feedback sessions with managers to enhance performance

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 work-from-home & 12 days of paid annual leave
Global health insurance package for yourself and annual health checkup
A Pantry & a Crossian Cafe stocked with goodies, ready to serve
Lots of other company benefits including 5-star annual Summer Summit, budget for frequent team building activities and other monthly / quarterly / annual company events
General company T&D Program + dedicated T&D budget for managers
Competitive salary (10-16M VND)
Full salary during probation
Guaranteed 13th month salary
Quarterly bonus & Year-end bonus as part of our profit sharing program
Other benefits in accordance to Company's Policy and Vietnam Labor Laws
Please note that we appreciate all applicants for their interest; however, only those candidates selected for interviews will be contacted.

WHAT WE ARE LOOKING FOR
Bachelor Degree or Equivalent
Have at least 1 year of experience in customer service support; preference given to candidates from customer-facing sectors or with experience in a start-up environment
Have sought knowledge of customer service practices and principles
Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
Customer relationship management experience is strongly desired
Experience with support applications like Freshdesk, Zendesk, Teamsupport is nice to have
Ability to handle the stressful situation and establish rapport with the client
Ability to present yourself and the company in a professional manner
Work Hours: 44 hours/week - night shift (specific time to be discussed in the interview)