Customer Service Agent

KidsLoop Vietnam

● Handle customer direct and indirect communication, provide product information, answer questions, troubleshoot and resolve customer complaints.

● Liaison between users and technical teams, follow up to ensure resolution with highest customer satisfaction.

● Not only follow guidelines and SLA but also contribute to the best practices and policies in our customer support process.

● Conduct training, platform demo, and guiding for users, partners, and vendors in both online and offline channels.

● Contribute and recommend the development of training material as well as other innovations to continuously improve user experience with optimized efficiency.

● Perform tele-sale, cold-calling, customer survey, and other outbound activities to proactively approach potential customers, generate leads for sale and increase user conversion rate.

● Be a team player and support across teams, from providing customer insights and market research to sales and marketing, to working with product development to conduct UAT and make recommendations on product feature requests.

● Be willing to step up and take extra effort to lead virtual team, champion initiative, and develop leadership as part of a career plan to grow with Kidsloop

● Other relevant tasks as assigned.

.● At least one year of experience in providing customer support as a Service Desk Technician, Technical support, IT support or similar role for SaaS products.

● Confidence in diagnosing and resolving technical issues.

● Comfortably work with users who have different IT/Tech literacies, demonstrate patience and professionalism, while illustrate the passion to provide excellent customer support.

● Empathetic communication, focus on understanding others while facilitating trust through active listening and mindfulness.

● Good English skills

● Competitive compensation with attractive performance incentives

● Fun energetic team; international & collaborative culture

● Social insurance, health insurance, unemployment insurance

● 5 working days per week

● Opportunities to grow professionally and play a critical role to shape the next stage of the company’s growth

● Experience the true spirit of a fast-growing and well funded UK Unicorn EdTech Company.