HotTab Pte Ltd

Sanjeev Sapkota

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[email protected]

(+84) 0942 468822

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Hanoi Hotel – D8 /Giang Vo,Tran Huy Lieu Street, Ba Dinh District 10xxxx - 15xxxx Hanoi, Vietnam

#HOTTAB Expert

Your Commitment

• You will be front-line team member who will receive request from clients via all channels of communication through our help desk including: email, phone, chat, etc.
• Greet customers warmly and ascertain problem or reason for calling
• Must be the best representative for #HOTTAB and identifying and assessing customers’ needs to achieve satisfaction. Act as the company gatekeeper
• Assist with placement of orders, refunds, or exchanges
• Open and maintain customer accounts by recording account information
• Create, edit and update existing tickets through our customer service portal
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools. Read from scripts.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Handle customer concerns, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
• Assign agents to take care of issues that can not be solved over the phone
• Complete Escalation Reports for Quality Assurance Team if necessary
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information. Compile reports on overall customer satisfaction.
• Create and update FAQs according to #HOTTAB Care issues that arise
• Work closely with #HOTTAB Care team members and the rest of #HOTTAB staff
• Communication between client and #HOTTAB Care team is vital. The front-line staff must communicate any client needs to the appropriate departments.
Take the extra mile to engage customers

Qualifications & Requirements

• A great attitude (and by that we mean you’re active, creative, and motivated)
• Passion for start-ups, and working in a close-knit team
• Well-organized and good at multi-tasking
• Ability to maintain composure in high pressure and fast-paced environment
• Responsible, and committed to tasks
• Ability to work independently and in team
• Proven experience in Admin or Assistance will be advantage
• Fluent in both English and Vietnamese - written and spoken
• Proven customer support experience
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred

Location

Hanoi

Salary

Depending on Experience Level

Your Benefits

• Dynamic & Creative Setting 
• Multi-cultural & Diverse Team
• Flexible Hours & Locations
• Career Development
• Competitive Salary
• End of Year Bonus’
• Team Building Events
• Health Insurance
• Annual Leave Days
• Sick Leave 
• Employee Equity Plan*
*conditions apply

Why #HOTTAB?

#HOTTAB is one of the most innovative startups, based in Hanoi, Vietnam. We are working on transforming the experience of F&B industry to a whole new level globally.
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