Customer Success Specialist (Day+Afternoon Shift)

You’ll do
Communicate with customers via live chat platform to help them get familiar with the product or provide them the appropriate document included in conversations.
Listen to customers and work with technical staff to figure out what their issues exactly are and solve them as soon as possible.
Educate and empower our customers to become better users of the product.
Thrive on providing support through many different channels of communication including: email, chat, ticket and social media such as Facebook Group.
Collaborate with technical staff to learn the product and support the customers to use it effectively.
Proactively provide feedback to internal teams that help to improve our products and create a better customer experience
Maintain excellent knowledge of our products and services in order to understand the customer’s needs.
Other duties as assigned by manager
Working time (UTC+7):  Sunday to Thursday (06:00 AM - 03:00 PM or 01:00PM - 10:00PM) or Tuesday to Saturday (06:00 AM – 03:00 PM or 01:00PM - 10:00PM)

You Have…
English: Advanced level (Effective written communication skills);
Good Knowledge about e-commerce is a big plus
Minimum 1+ years’ experience in Customer Support (experience in technology/ e-commerce is an advantage).
Must be a good team player, capable of working independently as well.
Patience, attentiveness and goal-oriented focus.
Being empathy — the ability to understand and share the feelings of another — is more of a character trait than a skill.
Excellent interpersonal skills and ability to develop relationships with all personality types.
You’re curious and have a natural ability to “zoom-out” of a problem, in order to ask the right questions.
Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.
Ability to work well under pressure and meet tight deadlines.
Ability to own the customer experience and deliver more than their expectations, treat them well as a guest in your own home