Customer Support Officer – Email Team (Night Shift) (300M To 600M VND Per Year)

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
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
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
Adhere to performance metrics to meet service level expectations and assigned KPIs
Participate in constructive quality feedback sessions with managers to enhance performance

Bachelor Degree or Equivalent
Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
Junior Level: 1-3 years of experience in a center customer service email support, minimum of 6 months of night shift
Have sought knowledge of customer service practices and principles
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: shift time, 44 hours per week on average
Responsible and mature individuals only