(Duty: Response/ Resolution)
The Response/ Resolution Duties are responsible for ensuring a smooth and efficient support experience for merchants by addressing their concerns, technical issues/ incidents, and requests. These roles require prompt and effective communication, providing both immediate workarounds and final resolutions while escalating complex cases to the appropriate teams. By collaborating with cross-functional teams and identifying recurring issues, the Response and Resolution teams play a key role in improving overall service quality and ensuring a seamless experience for merchants.
Key Responsibilities
- All about our Product/ Service and Process will be trained during the probation, and our team always keeps you in line. Please refer to your job scope for this role below:
- Understand and address merchants' concerns, including technical issues, requests, and feedback.
- Respond promptly to merchants with assurance, providing accurate and effective initial resolution (workaround) and final resolution for all inquiries and issues.
- Escalate complex issues to the appropriate internal teams, maintaining clear communication, ensuring thorough follow-up and timely resolution.
- Collaborate with cross-functional teams to identify and address recurring issues, providing insights for improvements.
- Serve as a bridge between customers and company teams, fostering clear communication and understanding.
- At least 3 years of experience in Customer Support/ Customer Service
- Excellent communication skills: Able to communicate clearly and professionally; Fluent in written & spoken English.
- Ability to handle high pressure and maintain strong focus: This role requires managing multiple tasks simultaneously while ensuring accuracy and fast response times.
- Strong mindset, not afraid of challenges: Able to stay calm, think logically, and make decisive decisions in high-stress situations.
- Quick and adaptable: Able to respond effectively to unexpected issues and provide efficient resolutions quickly.
- Strong willingness to learn and adapt to new features: As a product company, we frequently release new features, so candidates must be eager to learn, stay updated, and adapt quickly.
- Good teamwork skills: Able to collaborate effectively with other teams to ensure smooth operations and problem resolution.
- Strong time management skills: Able to prioritize tasks effectively and handle multiple tasks efficiently.
- Good interpersonal skills and a positive attitude: Approachable, proactive, and willing to contribute to a supportive and productive work environment.
- Able to maintain focus while working on a computer screen for extended periods.
- Experience in the IT industry and proficiency in Chinese (Mandarin) are a plus.
- Highly Competitive salary
- SHUI pay based on full salary
- Premium Healthcare Package for Staff and Family Members
- Diverse Holidays & Special Events Bonuses & incentives
- Family Financial Support - Education for up to 2 kids
- Lunch Allowance
- Well-stocked pantry with free coffee, tea, and snacks
- Internal activities with many experiences: team building, internal events, ....
- Professional Training and Development Budget
- Global Exposure and Traveling Opportunities:
Annual company-wide Overseas Rest & Relax Trip
- Laptop/Other work support device
Working shifts: 40 hours/week, with a fixed schedule across weeks.
- 8 hours x 1 day (break 1 hour), 5 days/week The team operates in 3 working shifts, and each member will be assigned to one fixed shift: Morning shift: 8:00 AM 5:00 PM (1-hour break) Middle shift: 10:00 AM 7:00 PM (1-hour break) Night shift: 1:00 PM 10:00 PM (1-hour break) Off days: 2 days/week The working shifts might be adjusted according to the company's plan and Line Manager assignment.
8th floor, Vietnam Post Building, 271 Nguyen Van Linh, Thanh Khe Ward, Danang, Vietnam
CONTACT
Application requirement: please send your CV to email recruit@getz.co
If you are self-leading, eager to learn, dare to fail and willing to take any initiatives and transform it into business impact,
join us now!
Apply
If you are self-leading, eager to learn, dare to fail and willing to take any initiatives and transform it into business impact, join us now!
Apply
If you are self-leading, eager to learn, dare to fail and willing to take any initiatives and transform it into business impact, join us now!
Apply
