CUSTOMER SUCCESS REPRESENTATIVE

Always give our customers more than what they expect to get


Department: Customer Development 

Work Location: ITP, Thu Duc District, Ho Chi Minh City, Vietnam

Summary:
As a Customer Success Representative of the Customer Development Department at Gcalls, you will be responsible for providing customer support services for the Gcalls system. The successful candidate will self-lead to solve daily tasks and issues, work closely with related internal teams and IT vendors to ensure Gcalls’ SLAs are committed in the optimal state, always listen to the system voice and user voice for a better preparation of handling each supporting ticket. Our ultimate goal does not stop at closing as many deals as possible. We take a further step: make as many clients happy as possible. “Always give our customers more than what they expect to get” is the motto that we need you to follow.

About you:

The ideal candidate will have demonstrable expectation of learning to work with enterprise demands in software product implementation and system support in the SaaS industry. You will have the ability to do multi-tasks and work under pressure in a real-time environment and will experience managing priorities and competing demands. This role will suit someone with a “can-do” mindset, listening skills, well ELI5 (explain like I’m five years old) skills and emotional stability to handle unstoppable nonsense questions. You will have the ability to work independently with excellent follow-through skills on tasks and will also relish working cooperatively and proactively in group situations.

Responsibility:
What you have to do is not purely wait for customers to ask for support, we need more from a Customer Success Executive, who coordinates with different persons, teams and partners to proactively accompany and help customers successful with our solution.

For Junior:

  • Proactively checking “customer system health” every day 
  • Proactively communicating with users and managers and support them to ensure clients can make the most of Gcalls’ solution
  • Setting up call flows and test 
  • Reporting issues and communicate with the engineering team to prioritize and solve problems for clients
  • Communicating with partners to solve problems for clients 
  • Testing UX and UI of new features before deployed
  • Running feedback campaigns once or twice every year  
  • Collecting feature requests from customers and add to Gcalls’ feature pool 
  • Reporting on a weekly basis to manager 
  • Raising ideas to contribute to Gcalls’ Customer Success process.
  • Ready to be out to detect and troubleshoot real problems at customer’s offices or on-boarding training.
  • Solving supporting ticket as SLAs’ commitment
  • Learning new features to update tutorials in forms of videos and articles on our knowledge base
  • Planning to remind customers of next purchasìng for retention
  • Consulting to upgrade (or downgrade) user size or feature package

For Senior:

  • Generating new opportunities  from customer touchpoint channels such as Facebook, LinkedIn, Email and call.
  • Self-lead to generate new opportunities by cold calls and marketing emails.
  • Schedule for online (or offline) meetings for pre-sales with customers’ related stakeholders and Gcalls’ related staff. 
  • Plan to write customer case studies

Required Qualifications:

  • Higher Education in Liberal Schools. Our Higher Education’s definition is the educational program’s duration to be at least 2 studying years. Plus/Minus 6 months for Junior Level Entry if waiting to graduate. It is required to apply for Senior Level Entry if graduating over 36 months. 
  • 3 – 6 months of working experience (or internship) in a company’s department that relates to communicating customers for junior level entry. For senior level entry, it must be higher.
    Great listening skills and a customer-oriented mindset is a MUST
  • Careful and detail-oriented
  • Ability to work under pressure and love challenges in a startup environment
  • Good problem-solving skills
  • Typing speed > 70 word/min

The Following are Preferred, but not Mandatory:

  • English fluency will be a plus
  • Image/Video Editor skills
  • Email marketing skills
  • Telesales/Telemarketing skills
  • Tutor skills

Benefits:

  • Gross salary: from $350 for Junior (base salary). Besides, commission and bonus based on customers’ renewal, new contract and upsell which can double or even triple your income.
  • Review work performance per year.
  • 42 working hours per week
  • Labor contract, social insurance according to Labor Law
  • Holidays based on the annual announcement of the Government
  • A permitted offday per month, 12 permitted offday per year if accumulation.
  • Travelling trips, events, year end party once per year based on company performance and bonus plan.
  • Premium Day, meaning you can work remotely a day each month.
  • The huge ambition, big vision and empowering culture which can evoke and promote your warrior spirit. The young and active colleagues who are spiritual perfection, accountability, team spirit, integrity and innovativity as five core values. The open and professional environment where your ideas are highly appreciated.
  • Green, peaceful and pure working place and ecosystem

Application Process:

  • Email Subject Format: Customer Success Representative- {Level Entry} – {name}
    Example: John Nguyen wants to apply as Junior Level Entry. His Subject is Customer Success Representative – Junior – John Nguyen
  • Attached files: CV (only accepting PDF file)
  • Cover letter: Please type directly in the body of email.
  • To: hr@gcalls.co

Our Process:

Receiving email >> Sending a Reply  >> Screening your CV >> Sending an Interview Invitation >> Interviewing >> Sending an Offer

* Each step requires us to spend 03 working days to process the next steps. If you don’t receive a response after 03 working days, please don’t hesitate to call us to check.

* We will inform you by email at each step if rejecting.

About Us:

Founded in 2015, Gcalls is a tech company that desires to disrupt the business phone industry and completely change the way companies introduce and deliver their services to customers using the phone channel. Gcalls is born for the mission of connecting and globalizing local businesses as well as creating a creative and responsible labor generation at the same time. With the vision “A service platform that is able to connect with the most information systems in Asia – Pacific, helping local SMEs to go global smarter and faster”.

So far, our solutions have helped many customers enhance productivity, control quality and improve customer satisfaction, from BPO, Ecommerce, Personal Finance Services,Retail, Education, Tech etc. to Logistics.style=”font-weight: 400;”>Together yearly we overcome challenges and keep the vision by a principal business leadership that is to be a small yet indispensable part of every business’ success.

In 2019, those parts formed a major shape of our vision. It enables us to provide integrated call solutions where our web-based and mobile applications completely change the way agent staff make and receive calls. Our solutions allow companies to easily and conveniently set up their cloud call center within 30 minutes without investment in cumbersome physical devices within the South East Asia. We are evolving to be the next shape which is the first ASEAN telco without infrastructure.

Connect with Gcalls via Website, Facebook, YouTube, LinkedIn, and the Gcalls blog.