Địa chỉ: 208 Nguyễn Hữu Cảnh, Bình Thạnh District, HCMC
Quy mô công ty: Đang cập nhật
Website: Chưa cập nhật
Mô tả công ty
ELSA is a San Francisco-based startup founded in 2015. It debuted at SXSW in March 2016, where it later won the SXSWedu launch competition. ELSA is an A.I.-assisted language learning platform that teaches people how to speak English. We now have 3.4 million users from 101 countries around the world and still growing exponentially. Vietnam is a key market with more than 1 million users.
Ultimate goal of your position is to happily support external stakeholders (included but not limited to consumers, customers, etc) and optimize internal processes to the smartest and most techky of they can. Carear path: - WARM UP (6 months): you can get used to all support workload and user demographics, included but not limited to: External customer support (Product support and Sales Support), Partnership/Affiliate support, optimization and automation. - SPEED UP (6 months): TBD (capability-based) WARM UP: Customer Support (60%) - Flexible - 1st priority - Sales support (20-25%) +Product training and customer services: By making product materials and customer support readily available to your prospect, you are helping them make their purchasing decisions. +They can read your product specifications and manuals or directly talking/chatting with you to understand the product. If there are questions, they can reach out to you as sales support. Nothing beats access when it comes to tipping the scales in favor of your brand +Using knowledge of email and written communication skills to provide customer support through Freshdesk (a support system that includes various channels - Product support (30-35%) + Using product and service knowledge to answer customer questions + Review Customer Complaints/bug report/content error and Take Appropriate Action 2. Global partnership support (20%) - Afternoon - 2nd priority - Affiliate support - Partnership support: follow up with a lot of requests and other support 3. Operation optimizer (Flexible -20%) - 3rd priority - Working on Freshdesk and ongoing with automation optimization. - Documenting every interaction between customers and support team (FAQs) and try to optimize the process - Working on the script to use BOT
Ultimate goal of your position is to happily support external stakeholders (included but not limited to consumers, customers, etc) and optimize internal processes to the smartest and most techky of they can. Carear path: for 3 durations: WARM UP (3 months): Focusing: Logistics and partnership support. Then you would have a chance to get to know more about other support workload and user demographics, included but not limited to: External customer support (Product support and Sales Support), Partnership/Affiliate support, optimization and automation. SPEED UP (6 months): TBD (capability-based) What will you do WARM UP: 1. Logistics coordinator and customer support via this channel (60%) - Flexible - 1st priority - Logistics: Coordinating and monitoring supply chain operations Ensuring premises, assets and communications are used effectively Supervise orders and arrange stocking of raw materials and equipment to ensure they meet needs Communicate with suppliers, retailers, customers etc. to achieve profitable deals and mutual satisfaction Plan and track the shipment of final products according to customer requirements Keep logs and records of warehouse stock, executed orders etc. Prepare accurate reports for upper management - Customer support (After-sales support and semi product support) Handle issue after users receive the post parcel, included but not limited to: shipping issues, code redemption issues and other product enquiries. Using verbal communication or written skills to provide customer support to users. Using product and service knowledge to answer customer questions Review Customer Complaints and take appropriate action 2. Partnership support (20%) - 2nd priority Affiliate support Partnership support: follow up with a lot of request and other support 3. Operation optimizer (Flexible -20%) - 3rd priority Utilizing logistics IT (closely support engineers) to optimize shipping and procedures Documenting every interaction between customers and support team (FAQs) and try to optimize the process
We are looking for an enthusiastic Telesales Executive to consult and influence existing or potential users to enroll ELSA’s membership. A successful telesales - must be friendly and persuasive. You must be able to understand the customer’s requirements in a short time and present solutions that meet their needs. The ideal candidate will also have to be patient and cool-tempered to deal with demanding requests. RESPONSIBILITIES • Acquire an excellent understanding of our target customers, our product and its unique selling points. Training and telesales script will be provided. • Continuously optimize sales script • Answer all sales inquiries within 24 hours • Promptly follow up with leads via the phone, consult and convince them to enroll ELSA membership packages • Achieve assigned KPIs such as sales revenue; conversion rate; daily calls; etc... • Update CRM system, telesales system for proper reporting according to the companys SOP • Deal with complaints to turn around unhappy customers • Keep records of calls and sales and record useful information • Collaboration with other functions such as marketing; support; product; delivery; etc… for related tasks • Other ad-hoc tasks to related to sales operation SALARY & BENEFITS • Benchmarked base salary and high performance bonus. • Work in a Silicon valley startup with exponential growth all around the world • Fun team; creative working environment • Inspiring office with park, gym, swimming pool, BBQ facilities, and the best view in HCMC • Maximize personal & professional growth and be rewarded for your talents & contribution