Customer Success Specialist

Job Description

We are seeking a Customer Success Specialist with an who is passionate about helping clients achieve their goals. As a Customer Success Specialist, you will be responsible for building and maintaining strong relationships with our customers. Your responsibilities include:

• Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and understanding of our product
• Training and Support: Provide training and support to customers, assisting them in maximizing the value they get from our product
• Relationship Management: Build and nurture long-term relationships with customers, understanding their needs, and identifying opportunities for growth and increased product adoption
• Issue Resolution: Address customer inquiries, troubleshoot issues, and escalate to the appropriate teams when necessary
• Customer Feedback: Gather customer feedback and insights, and communicate them to the relevant teams for product improvement

Requirements

• Collaborate with customer success agents to expedite ticket resolutions and handle English calls, utilizing business English proficiency
• Utilize Intercom for borrower and broker communication within a fintech lending setting, demonstrating tech-savvy abilities with training, and incorporating Jira for enhanced efficiency
• Employ exceptional attention to detail in data entry and application processing, managing paperwork efficiently
• Demonstrate excellent verbal and written communication for client-facing and internal interactions
• Manage multiple tasks efficiently, showcasing multitasking abilities
• Provide exceptional customer service with a customer-centric approach
• Foster positive relationships with colleagues and cross-functional teams
• Maintain availability for late-hour collaboration with the UK team
• Based in Hanoi, Vietnam

Benefits

• Transparent salary structure and progression, with annual consideration for pay rise
• Hybrid - 3 day per week in our Hanoi office - we trust you, and we're sure you'll do great work from home and our core working are 2pm to 8pm Vietnam Time (8am to 3pm UK time)
• 20 days annual leave - plus UK bank holidays
• Full access to LinkedIn Learning - we believe a culture of learning is paramount to success, so you can benefit from more than 100,000 courses on a variety of topics to nurture your growth
• Full access to Calm - your well-being and overall mental health are of utmost importance to us, so we are keen to ensure you feel supported in this regard
• 6 weeks of remote work throughout the year - feel free to travel, visit friends or family you might have abroad or simply recharge by working from home during this time
• An international working environment: Our employees come from around the world, collaborating and communicating in English as our primary language