Customer Service

Avada Group is proud to be a fast-growing tech company specializing in software development and export, providing comprehensive eCommerce solutions to businesses worldwide.

Formerly known as Mageplaza Co., Ltd., Avada Group was established in 2014. Since then, we have been committed to delivering high-quality products with outstanding features to meet the evolving needs of our customers.

As we continue to grow, we recognize that human capital is the core driver of our development. We believe that our people are our most valuable asset and strive to build a professional, dynamic, and friendly working environment. At Avada Group, we empower our team to freely create, share, and learn together.

Our member companies include: Avada Solutions: https://www.mageplaza.com/ Avada SaaS: https://avada.io/ Avada Product: https://www.mageplaza.com/apps/

I. GENERAL INFORMATION

Subsidiary: Avada Solutions
Work location: At the company’s office or remote
Working hours: Rotational shifts, including 24/7 support.
Open positions: 03 candidates
Probation period: 2 months
Role Overview: As a Customer Service Agent, you will play a pivotal role in enhancing customer satisfaction, resolving inquiries, and ensuring our clients effectively leverage our products. You will serve as the primary point of contact for customer inquiries, offering proactive support, guidance, and fostering lasting customer relationships.

II. JOB DESCRIPTI

Respond promptly and accurately to customer inquiries via live chat, email/ticket, and phone support if needed.
Resolve customer issues efficiently, ensuring high satisfaction levels.
Educate customers on product functionalities, helping them maximize their usage.
Clearly and engagingly introduce products/services, emphasizing the benefits customers will receive.
Advise customers to recognize the value of products/services relative to their needs.
Guide customers through purchase processes, contracts, and related terms.
Collaborate with relevant departments to ensure customers receive appropriate benefits.
Provide guidance on product/service usage as required.
Assist customers with payment processes if necessary.
Collect customer feedback to contribute to continuous product and service improvements.
Collaborate with internal teams to address complex customer inquiries.
Maintain accurate customer records and communication logs.
Update and improve support documentation (User Guide, FAQ, Tips) based on customer feedback and team requirements.

III. REQUIREMENTS

Fluent in written English (fluency in verbal English is a plus) with exceptional communication and interpersonal skills.
Proficient in using office tools and relevant software; prior experience in a similar role is preferred.
Proven experience in customer support, customer success, or a similar role.
Familiarity with Magento or eCommerce platforms is advantageous.
Strong problem-solving abilities with a customer-focused mindset.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
A proactive, positive attitude and ability to work collaboratively within a team.
Willingness to work shifts.

IV. BENEFITS

1. Compensation & Allowances

Competitive salary based on capabilities and performance: up to 15,000,000 VND
Performance reviews 2 per year
Bonus schemes: performance bonus, quarterly bonus, Tet holiday bonus, 13th-month salary
Transportation and parking allowances per company policy
Full equipment provided (PC/laptop, etc.)

2. Perks & Working Environment

Dynamic, friendly, and professional environment with growth opportunities
Modern open-space office and well-stocked pantry with daily snacks, coffee, and tea
Access to various post-work activities: running club, football, badminton, board games, PS5.
Weekly/monthly team bonding events: Happy Time, birthdays, team outings, trekking trips, etc.
Full coverage of social insurance, paid leaves, annual company trips, health check-ups, maternity, and other welfare policies

3. Training & Development

On-job training by experienced leaders
Access to soft skills and technical training programs
Opportunities to develop personal capacity and join regular workshops with the team for continuous improvement

V. HOW TO APPLY

Submit your CV (portrait photo), relevant certificates, and portfolio (if any) to [email protected]
Email subject: Customer Service – [Full Name]

VI. CONTACT INFORMATION

Phone: 0345 586 968
Email: [email protected]
Facebook: Avada Group Careers HR Avada
Website: https://career.avadagroup.com/
About Mageplaza: https://www.mageplaza.com/about-us.html
About Avada Commerce: https://avada.io/about-us/