Customer Support Executive (Temporary Contract – 6 months) – Indonesia

Location: Ho Chi Minh City, Vietnam

Team: Global Customer Success

Report to: Head of B2C Support and Global B2B Success

What you’ll be doing:

• Respond to global customer’s inquiries via phone, email, or chat and ensure that all their problems have been resolved timely with a satisfactory resolution
• Research and identify solutions/answers, provide prompt and accurate feedback to customers
• Coordinate with relevant departments such as Engineering, Products, Finance, Marketing, etc. to assist customer’s inquiries promptly
• Collect user feedback, propose initiatives for continuous improvement of the agent support process, and provide valuable insights for product development
• Review current FAQs and update them regularly (monthly, quarterly)
• Review and produce an updated manual guide
• Other tasks assigned by the Head of the Department

Requirements:

• 1 to 2 years experience in a similar position in startup companies or fast-moving environments.
• Fluent in Bahasa Indonesia
• Proficient in Vietnamese (Native speaker preferred)
• English communication skills are required (B1)
• Call center experience (preferred)
• Proficient in using common computer/technology applications
• Have a flexible, resilient, and positive can-do attitude, have initiative, and be proactive in problem-solving beyond the call of duty
• Demonstrate an appropriate urgency for contact response time in the face of a variable workflow.
• An “A-team” player who can deliver high-quality outcomes both independently or in a team
• Tech-savvy, proficient in common computer/technology applications
• Experience in using Freshdesk, Salesforce, and CRM systems (preferred)
• Graphic design and video production experience (preferred)

Why You’ll Love Working Here?

• Competitive compensation
• Working time: Mon-Fri (9am – 6pm)
• 12 days Annual leave, 1 Birthday leave, 1 Christmas leave
• Premium health insurance and annual health check-up to keep you in top shape
• Full social insurance
• Free ELSA Premium courses to polish your language skills
• Sponsorship for online or external courses – learn and grow on us!
• Annual company trips and monthly happy hours – work hard, play hard!

Apply now to maximize your talents and make a real impact!

How to apply?

Send your CV to [email protected]

 

About the Company:

ELSA is a San Francisco-based startup founded in 2015. It debuted at SXSW in March 2016, where it won the SXSWedu launch competition. ELSA is an A.I.-assisted language learning platform that teaches people how to speak English. We now have 54 million users from 234 countries. In Feb 2019, Gradient Ventures – Google’s AI fund became Elsa’s strategic investor in Series A funding.

Vietnam is a key market with more than 4 million users, and will continue growing exponentially.

We have built out our track records with high calibre teams:

– “The Best Digital Learning App” at Reimagine Education 2016

– The 2016 winner of the world’s largest startup competition SXSWEdu Launch

– Recently invested by Google AI’s fund

– Recognized as Top 5 Best Artificial Intelligence Apps (by Research Sniper), and Top 4 Companies Using AI To Transform The World (by Forbes)

– Proven mobile app product with a growing user base of 13 million people from 101 countries

Join ELSA to grow globally, and work with an A Team to transform the world.