Emotiv Technology Vietnam

Overview of job

EMOTIV is seeking a full time Customer Support Representative in group of Customer Sales and Service (CSS) in Hanoi. CSR will provide product sale & services information to convert any potential interest into revenue to achieve company goals, driving new revenue or resolve any emerging problems that customers might face with accuracy and efficiency to ensure world-class quality customer service in dynamic global business environment.

Key Responsibilities
• Manage series of emails, incoming calls, familiar with multiple communication channels: email, support tickets, live chat and virtual calls
• Maintain a specialist understanding of products, sale, services, policies, processes, tools, resources to identify and address customer needs to provide accurate, valid and complete information for customer with high level of professionalism & satisfaction with clients and efficient interaction with internal team
• Recommend and implement proactive solution, sales initiatives with appropriate product and service that meets customer requirements and maximize sales conversion and driving new revenue
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Self-research & handle customer complaints, escalation process within the time limits & efficiently;
• Follow communication procedures, guidelines and policies
• Meet personal/team KPI for both sale & service
• Other duties as assigned by management;

*Skills
• Strong verbal and written communication skills in English is must
• Careful reading & learning customer request & self-research to address customer needs property as well as company products to provide proactive guidance, proposition offer with detail information needed to shorten the number of query email & time of customer, ensure customer support quality and maximize the revenue possibility
• Well understand and using CRM systems and practices (Salesforce, WordPress, Zendesk familiar is preferred)
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multitask, prioritize, and manage time effectively
• Proven experience as a client service representative more than a year
• Experience phone contact handling, active listening and good presentation capability is a plus
• Willing to learn new technology is preferred.

*** General requirement:
• Must be available to work occasional nights, holidays and weekends when needed
• Ability to remain professional and courteous with different type of customers at all times

*** Why You will love working here:
• 13th Month Salary
• Flexible working time
• Bao Viet advanced Healthcare insurance
• Attractive Salary
• Company activities (team building, company trip on working days)
• Passionate colleagues
• Creative & young working space
• 2 leaving days for training
• Energetic, open and transparent working environment
• Snacks, tea and coffee all the time