Customer Support Specialist (Ho Chi Minh)

Who we are - about Ree-Pay:

Ree-Pay is a financial technology company and one of the first Buy Now Pay Later (BNPL) companies in Vietnam addressing a market size of more than 80M consumers. We follow the extremely successful path of disruptive companies such as Afterpay or Klarna, who are already improving the life of millions of consumers worldwide while disrupting the payment, banking and financial technology industries.

We are a shopping company with a sharp focus on a great customer shopping experience with the best payment option at low cost for our customers. We offer ONE aggregated personal digital finance management tool to monitor purchases coming from various channels and platforms. We offer state of the art technological tools to our merchant partners improving their business and sales and decreasing their need for manual processing.

We aim to accelerate the advent of digital transactions in a country where more than 90% of people still pay cash. We do that by providing better fin-tech products and services to our merchants, partners and consumers.

1. Ree-Pay for Shoppers

Our customers are both on-line and off-line shoppers, this is what we offer to them:

Offer better payment options (pay after delivery, slice in instalments) than classical channels (credit cards)
Aggregate all transactions in one place via our consumer portal and mobile app
Offer low fees
Provide personal finance management tools
Build and continuously improve great customer journey
Have special prices/sales and cash backs
Provide great tech and features
Digitize and improve their personal finances

1. Ree-Pay for merchant & business partners

Our business partners are online merchants and retailers, payment gateways and e-wallets. With our solution we aim to
Increase sales and profitability for our merchant partners
Decrease number of returns of purchased items
Improve customer lifetime value
Improve overall shopping experience for their customers and ensure higher repeated business from them
Faster checkout process in comparison to other payment options
Offer better parcel tracking systems
Provide state of the art technology and documentation
Support the merchants in processing more sales with reliable customer support tools

Retailers and partners that will utilise Ree-Pay world-class shopping solutions sit at the core of our business and their successful onboarding into our easy and smooth shopping experience is crucial.

We aim to deploy the perfect blend of business process knowledge, verticalized expertise, and technical acumen all rolled into one solution and articulated in four areas of competencies: Consulting, Solution Architecture, Project Management and Technical Excellence.

We want to provide a reassuring and competent touch throughout the onboarding journey while also delivering high quality integrations.

ROLE: Customer Support Specialist

Role description

We are looking for a Customer Support Specialist to assist our customers when using our products and services.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

Main Responsibilities
Respond to customer queries in a timely and accurate way, via phone, email or chat
Identify customer needs and help customers use specific features
Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their issues are resolved
Gather customer feedback and share with our Product, Sales and Marketing teams

Skills & Requirements
Experience as a Customer Support Specialist or similar CS role
Familiarity with fintech industry is a plus
Experience using remote support tools
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases

Benefits:
Attractive salary (depends on experience)
Bonus package
Insurance
International working environment
Opportunity to gain experience in the attractive fintech industry
Bike parking
Access to network of mentors and talents

If you feel you have all the above, send an email with CV in English at: [email protected]