JOB DESCRIPTION: Customer Support / Account Manager
Job Responsibilities
Customer Advocacy: Act as the primary point of contact for clients, ensuring their needs are met, issues are resolved, and their overall experience is positive and seamless.

Support & Troubleshooting: Provide timely and professional technical or operational support via email, phone, or live chat to resolve customer queries and concerns.

Account Relationship Management: Build and maintain long-term relationships with assigned accounts to foster loyalty, reduce churn, and identify opportunities for upselling or cross-selling.

Onboarding & Training: Guide new clients through the onboarding process, providing necessary training and documentation to ensure successful adoption of the product or service.

Feedback Loop: Act as the "voice of the customer" internally by gathering feedback and collaborating with the product and technical teams to address recurring issues and improve the service.

Retention Strategies: Proactively monitor account health, usage patterns, and satisfaction levels, taking initiative to re-engage at-risk accounts.

Documentation & Reporting: Maintain accurate records of client interactions in the CRM and provide regular reports on client satisfaction, churn, and account growth.

Crisis Management: Handle escalated customer issues with empathy and professionalism, working quickly to find solutions and restore client trust.

Job Requirements
Education: Bachelor’s degree in Business, Communications, Customer Service, or related fields.

Experience: 1–3+ years of experience in customer support, account management, or a client-facing role (Tech/SaaS experience is a major plus).

Communication: Exceptional verbal and written communication skills; ability to remain calm, empathetic, and professional under pressure.

Problem-Solving: Strong analytical mindset to quickly diagnose customer issues and provide effective, accurate solutions.

CRM Proficiency: Hands-on experience with CRM tools (e.g., Zendesk, Salesforce, HubSpot, Freshdesk).

Soft Skills:

Empathy: Genuine desire to help customers and understand their unique challenges.

Patience: Ability to handle demanding clients and complex situations with a positive attitude.

Organizational Skills: Excellent multi-tasking and time management to handle multiple accounts/tickets simultaneously.

Language: Fluency in Vietnamese and English (both written and spoken) is essential.

Benefits
Competitive Compensation: Attractive base salary + performance incentives/bonuses for retention or satisfaction targets.

Insurance: Full social, health, and unemployment insurance in accordance with local labor laws.

Professional Growth: Training in conflict resolution, negotiation, and product knowledge; clear pathways to Senior Account Manager or Customer Success Manager roles.

Work Environment: Supportive, collaborative, and team-oriented office culture with flexible working arrangements.

Tools: Access to modern support suites and integrated customer communication platforms.

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