Customer Success Specialist
Job Description
Job Title: Marketplace Sales Manager (Global)
Location: Remote within Vietnam
About the Role
At Tridge, our Customer Success Team plays a pivotal role in delivering exceptional support to our global customer base. As a Customer Success Specialist, you will join a mission-driven team committed to empowering our customers and enhancing their experience in a connected marketplace. Working in a dynamic and fast-paced environment, you’ll ensure our 24/7 service promise is upheld.
This position requires flexibility and a willingness to work in a three-shift rotation. You will directly contribute to maintaining consistent, high-quality support across time zones, making a significant impact on customer satisfaction and platform usability.
Key Responsibilities
- Customer Support: Deliver timely, accurate responses to email and chat inquiries, ensuring positive customer feedback and satisfaction.
- Data Management: Accurately input, update, and maintain user records while identifying discrepancies and assisting in data analysis and reporting.
- Quality Assurance: Conduct quality checks, rectify inconsistencies, and safeguard user confidentiality.
- Process Improvement: Identify recurring customer issues, collaborate with internal teams to implement solutions, and suggest enhancements to data management processes.
- Team Collaboration: Work cross-functionally to gather data and support essential tasks across various departments.
Key Performance Indicators (KPIs)
- Respond to an average of 20-30 weekly email and chat inquiries.
- Complete assigned ad hoc tasks efficiently.
- Meet established response time goals for seamless customer support.
Requirements
- Experience: Minimum of 3 years in customer service, particularly through online communication platforms; prior experience in data logging or entry roles is highly desirable.
- Technical Skills: Proficiency in CRM systems, Microsoft Office Suite (especially Excel), and basic database management systems (DBMS).
- Team Skills: Proven ability to collaborate in a team setting and coordinate with various departments.
- Other: Ability to work 9-hour shifts with a 1-hour break, in a 3-shift rotation.
Preferred Qualifications
- A proactive self-starter with a willingness to take ownership and grow within the role.
- Thrives in a fast-paced, high-pressure environment.
- Believes in Tridge’s vision and is eager to tackle challenges as part of a cohesive team.
Why Join Us?
- Be part of a team that values empathy, excellence, and teamwork.
- Work in a global environment with opportunities for career growth and personal development.
- Contribute to a platform that is transforming the food and agriculture industry.
The Interview Journey:
- Application Review ⇒ 1st Interview with Global Recruiter ⇒ 2nd Interview with Team or Department Lead ⇒ (*3rd interview can also be scheduled if needed) ⇒ Offer call
- The interview process may vary depending on internal circumstances.
Employment type: Contractor (1 year) renewable contingent upon performance.
If you are a self-starter with a passion for making a difference, and if our core values resonate with you, we encourage you to apply and become a part of our team. Apply Now!