ABOUT THE THE ROLE

In your capacity as a Customer Support Executive, you will help us to offer an extraordinary experience to our customers that sets us apart from any other company. At Pixelz we believe that all our customers deserve the best possible customer experience at every touchpoint. Being part of the Global Customer Support Team, you will help us cater to thousands of global brands, going above and beyond customer satisfaction.

Acting as the voice, eyes and ears of Pixelz, you need to be an exceptional and capable communicator who breathes and lives our brand and ideals. Most importantly, you have to be passionate about impeccable customer service. Your main goal is to go above and beyond customer satisfaction and ensure that our customers get what they want at the right time and with the guaranteed Pixelz standards. 

JOB RESPONSIBILITIES 

• Provide knowledgeable and timely support to our customers via email and live chat
• Communicate customer requirements to Service Production Team
• Cooperate closely with Customer Success Team to ensure customer satisfaction
• Handle escalated issues and follow up with the relevant teams with full ownership
• Communicate feature requests and bugs reported by customers
• Make recommendations for service improvements
• Help in creating a strong response pool (FAQ) for our customers
• Align with sales in up-selling opportunities and cross-selling activities 
• Support rotating 24/6 shifts (5 to 6 workdays a week)
• Be a Customer Advocate for Pixelz and its services
• Report to the Customer Support Team Leader

REQUIRED EXPERIENCE/SKILLS 

• 2+ years of experience in customer service
• Fluent English speaker. Additional languages will be a plus
• Experience with web­-based customer support applications (Zendesk, Intercom etc)
• General knowledge of Photoshop and photography is highly appreciated
• Experience within SaaS companies is preferred
• Strong writing skills and a keen eye for detail
• Strong empathy for customers, and a ‘customer first’ mindset
• Dependable and punctual, with strong time management and prioritizing skills
• Team player with an upbeat personality

• Flat, transparent and industry-leading organization
• An international working environment in a dynamic and vibrant team
• Inspiring workspace in a brand-new skyscraper building in Hanoi
• The tools and equipment you need to successfully perform your daily tasks
• Personal and professional development prospects
• 6-months maternity leave and two weeks fully paid off for parental leave
• Up to 15 days of annual leave per year
• Summer trip allowance
• Team fun activities and yearly ‘Pixelz cup’ championship