Hanoi , Hoàn Kiếm
The Advesa Group was founded by a team of industry-leading affiliate marketers with a client-first philosophy using results-driven digital marketing. With experience in over 20 different industries, we have expanded our view of what is possible and have learned a myriad of ways to keep our clients coming back.
Advesa is looking for full-time Customer Experience Agent for our new office in Hanoi. We are currently expanding our business operations into Vietnam as our company is growing. We will be opening our first Vietnam office in Hanoi and have plans for further expansion. The Hanoi office will support the Vancouver head office in a variety of different media and software related projects.
SO WHY SHOULD YOU JOIN OUR TEAM AT ADVESA?
We’re a collaborative group of driven and enthusiastic individuals who all share the mindset of "growth with innovation”. Be part of a fast-paced environment designed to generate productivity, creativity, and a ton of fun! We value growth not only as a company and team but also as individuals. Promote your professional growth amongst a multidisciplinary team at the top of their fields and push your own limits. Be an integral part of some of the most ambitious projects and deliver world-class client experiences.
Our must-haves in team members:
Proven work ethic with the utmost integrity
Desire to excel and succeed
Goal-oriented and committed to ongoing self-improvement
Entrepreneurial spirit and an egoless nature
Self-motivated, passionate, empathetic and approachable
Outgoing, energetic, upbeat and fun!
Each day, you will be resolving multiple customer issues via our live chat tool and email. Customer issues may be related to billing, product support or troubleshooting. On every communication, you will be required to educate your customer about all applicable offers and promotions. You must ensure you take ownership and accountability for resolving each customer’s problem, as well as answering each call with enthusiasm professionalism, and energy. This position will also require someone who has strong computer skills, using multiple windows to navigate through multiple systems to research information and provide the most accurate and up-to-date information. Those applicants without strong computer skills will not be considered.
Responsibilities include but not limited to:
Correspond with customers primarily online via Online chat and e-mail
Provide professional and knowledgeable service while delivering an exceptional customer experience
Establish strong customer relations with both internal and external customers
Promote Advesa products and services through identifying customer needs
Seek out opportunities for additional sales with new and existing customers
Complete data input with a high level of speed and accuracy
Verify rates and codes to ensure accurate customer billing
Ensure department and individual goals are consistently met
Represent Advesa in a positive and professional manner
Various other duties as needed
Skills & Qualifications:
Minimum 1 year of demonstrated customer service and sales experience within a fast-paced retail, sales and/or call centre environment. Previous chat experience is an asset
Superior written and verbal communication skills, including strong grammar and editing skills will be mandatory
Excellent organizational & multi-tasking skills with ability to handle multiple customer chat conversations simultaneously
Adaptable to changing priorities and challenging situations with integrity, empathy and sincerity
Minimum Typing speed of 45-50 WPM with a high degree of accuracy
Ability to meet deadlines and input data with high level of speed and accuracy
Strong selling skills with a demonstrated ability to close the sale
Strong computer skills including knowledge and proficiency with Microsoft Office (Word, Excel, and Outlook)
Ability to work independently with the desire to go above and beyond while contributing to your team’s overall success
Ability to work flexible shifts including evenings, weekends and statutory holidays
Professional business manner
If you want to be part of something bigger—part of a dynamic team of people who are aligned, focused, and passionate about working together to care for our customers, then we look forward to meeting you! We thank all interested applicants; however, only qualified candidates will be contacted. Please submit your cover letter and C.V. in English to email@example.com with the subject "Customer Experience Agent – Live Support"