Global Customer Support Executive – Japan Market

Location: Ho Chi Minh City, Vietnam
Team: Global Customer Support

We are looking for a Global Customer Support member to provide excellent assistance to our app users. You will analyse customers’ problems and help them resolve any issues. You’ll be working with a group of passionate and talented teams from Vietnam, US and Portugal and experience the true spirit of a fast-growing tech startup.

The ultimate goal of your position is to happily support external stakeholders (included but not limited to consumers, customers, etc) and optimize internal processes to the smartest and most techy they can.

JOB RESPONSIBILITIES

1. Customer Service (70%) – 1st priority

• B2C and B2B support
• Analyse and troubleshoot technical issues reported from global users
• Research and identify solutions, provide prompt and accurate feedback to customers
• Guide users through a series of actions via phone, email or chat, to ensure that all their problems have been resolved
• Report any unresolved issues to the person in charge of the Product or Engineering team accordingly
• Ensure all issues are properly logged
• Collect user’s feedback, propose initiatives for continuous improvement of the agental support process, and provide useful insights for product development
• Prepare accurate and timely reports regarding customer complaints/ bug reports/ content errors and Take Appropriate Action.

2. Partnership support (15%) – 2nd priority

• Affiliate support
• Partnership support: Handle inquiries and requests from global partners to ensure satisfaction and seamless experience with our product.

3. Operation optimizer (Flexible 15%) – 3rd priority

• Documenting every interaction between customers and support team (FAQs), keep the knowledge base to be updated for both internal and external usage.
• Ad Hoc tasks assigned by manager to balance working capacity

KEY REQUIREMENTS

• 1 to 2-year experience in a similar position in startup companies or fast-moving environments.
• 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 sense of urgency for contact response time in the face of variable workflow.
• Demonstrates effective communication, composure, and professional attitude
• Meticulous, excellent organizational skills, customer-oriented with an ability to prioritize important projects and handle high pressure
• An “A-team” player who can deliver high-quality outcomes both independently or in a team
• Tech-savvy, proficient in common computer/technology applications
• Understanding Japanese culture and excellent in written/verbal Japanese communication (N2 or N1 degree)
• Having intermediate level of using English in 4 skills (Read, Write, Speak and Listening)

WHAT WE OFFER

• Competitive compensation
• Flexible working hour (Mon-Fri 9AM – 6PM), hybrid working
• 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!
• Experience the true spirit of a fast growing and well funded Silicon Valley startup
• Opportunities to grow professionally and play a critical role to shape the next stage of our company’s growth
• Opportunity to create an impact on the lives of 1.5 billion language learners around the world

TO APPLY

Apply now to maximize your talents and make a real impact! Send your CV to [email protected]