You will serve as the voice of the company, and help our Vietnamese customers and partners around the globe to resolve and reduce issues they might potentially face with our products and services. As our point person, you will be counted upon to manage day-to-day issues without constant feedback and guidance.

The frontline is essential to our business and you are expected to deliver world-class customer service that creates customer loyalty and promotes business growth.

You will:

● Resolve complex customer care issues through careful investigation and in keeping with existing policies and procedures

● Communicate solutions to customer issues in a clear, concise, friendly, and timely manner

● Respond to customer enquiries by phone, email, social media, and live chat daily

● Process applications and customer documentation according to relevant policies and regulations

● File records and documents of customer interactions according to existing guidelines

● Identify new marketing opportunities through customer feedback and contribute ideas to expand our global customer base

● Collaborate with members of our IT team to identify new ways to improve our products and services for customers

● Be part of a rotating shift schedule, alternating with Customer Support team members around the world

● Attend events and seminars organised by our affiliates


To excel in this role, you must have:

● Excellent English and Vietnamese proficiency, both oral and written

● Experience in a marketing role is a plus

● Proven track record of proactive problem-solving

● Experience as a customer relationship manager in the banking/finance sector

● Experience working with affiliates and payment agents (digital currency exchanges)

● A university degree in marketing or computer science is a plus


Remuneration and location

This is a full-time telecommute position with a competitive hourly rate. You’ll be based remotely

with fixed working hours.

Hours of work: 40 Hr/week

Category: Admin Support
Subcategory: Customer Support
Time required: More than 20 hours
Is this a project or a position?: Project
Required availability: As needed

The Team
We are the Customer Support team, responsible for establishing a sustainable relationship with our clients, assisting them to resolve their potential problems with our products or services, increasing product adoption, and communicating clients’ demands to relevant teams.

About the role
As a Client Support Executive, you will assist our clients with any issues regarding our products and services, build a mutually beneficial relationship with them, and encourage them to try new products. You will also keep track of recurring issues and report clients’ feedback to other teams. By delivering world-class customer service, you will forge client loyalty and promote business growth.



Responsibilities
● Resolve complex customer care issues through careful investigation, in keeping with existing policies, and in a clear, concise, friendly, and timely manner
● Respond to customer enquiries by phone, email, social media, and live chat
● Process applications and customer documentation according to relevant policies and regulations
● Collaborate with members of our IT team to identify new ways to improve our products and services for customers
● Perform regular testing on our products and services
● Collaborate with client support agents in different time zones to ensure optimum results and customer satisfaction

Minimum qualifications
● Exceptional oral and written communication skills in English & Thai

Preferred qualifications
● University degree in marketing, computer science, or a related field or equivalent practical experience in technical customer support
● Experience in the financial services or IT industry

Remuneration and location
This is a full-time telecommute position with a competitive hourly rate. You’ll be based remotely with fixed working hours.

Category: Admin Support
Subcategory: Customer Support
Time required: Up to 10 hours
Is this a project or a position?: Project
Required availability: As needed