Customer Service Executive

● Actively process support tickets assigned by Customer Support Manager and/or clients as the primary contact point to deliver advanced consultants to clients’ problems or collect requirements to transfer to the technical team.
● Issue testing with possible causes to identify the severity and influence level.
● Collaborate with the technical team to provide a solution (workflow, estimated time…) to ensure service to be well-delivered in a timely manner and high quality.
● Collaborate with 3rd party vendors to clarify customer problems when needed.
● Support clients in managing business operations. Make sure client business operations run smoothly without any interruption.
● Follow up and appropriately report to clients about development progress, be responsible for the tickets until client’s acceptance.
● Instruct customers on the on-boarding process for different levels.
● Report directly to the manager to help to manage ticket statuses and resource allocation.
● Prepare and manage business documents: Wireframes, Activity Diagrams, UAT Document, User Manual, System Process Flow, Functional and Business Requirements, Reports, etc.

● Excellent communication and relationship-building skills.
● Advanced English communication - speaking and writing.
● Analytical skill, logical and customer-oriented mindset.
● Strong researching, problem-solving, and troubleshooting skills.
● Able to work both independently and as part of a team to come up with a creative solution.
● Able to work under pressure and available to work at any time.
● Understand basic business/ Ecommerce IT knowledge (Magento, CRM, ERP,etc.)
● Basic knowledge in software development planning and business management.
● Experienced in running/ managing business campaigns, dealing with 3rd party vendors.

● Attractive salary package
● Salary review twice a year
● Flexible working hour
● Premium health care up to $3,000/year
● Working in professional English environment
● Free English, Japanese and professional training packages
● Firm’s Certified Qualifications Sponsorship for career development
● Annual company trip inside or outside Vietnam
● Other fun activities: happy hour, quarterly team building, football club, yoga club, swimming club, charity activities, etc.
● Free entertainment parties: Birthday party, Anniversary party, Sum-up Party, Year-End Party, etc.