Customer Service

Background & Purpose of the Job

Customer Service plays a pivotal role in our mission to consistently deliver timely, accurate, and professional assistance to all Kallos customers. This essential role demands a proactive, adaptable problem-solver who will assist customers in expediting orders, addressing post-sales issues, and resolving concerns promptly. The associates will primarily communicate with customers via email, chat, and phone calls, employing a variety of software tools to access customer accounts, research policies, and provide effective solutions. The work environment is fast-paced, dynamic, and designed to promote fun while ensuring high standards of service.

Who You Are & What You’ll Do

The position is offered under a Work from Home model based in Vietnam. As a Customer Service associate, you will be expected to work from an approved home location throughout your scheduled hours. It will be your responsibility to ensure that your home setup has stable, uninterrupted internet connectivity and a professional, distraction-free environment that allows you to deliver top-notch productivity and quality service.

To prepare for your role, you will undergo a comprehensive 2-week online training program. This training will either be trainer-led or group-based, offering you the opportunity to meet your new colleagues virtually and learn the best practices for delivering exceptional customer service.

What You’ll Need to Succeed

The ideal candidate for this role should be:

• Action-oriented: You take initiative, stay self-disciplined, and remain organized.
• Time-efficient: You are adept at managing your time, effectively prioritizing tasks to ensure productivity and maintain departmental standards.
• Strong communicator: You can communicate clearly with both internal team members and external customers, ensuring that all interactions are effective.
• Detail-oriented: You possess good comprehension skills, allowing you to fully understand and accurately address customer concerns. You also have strong composition skills, enabling you to provide grammatically correct, concise, and effective written responses.
• Tech-savvy: You are comfortable using a desktop or laptop computer and familiar with tools such as Windows 11, Outlook, and Microsoft Edge. Additionally, you have good typing speed.

Preferred Criteria

The ideal candidate will also:

• Be self-driven and motivated, with the ability to learn quickly and operate independently with minimal support from the manager or lead.
• Ensure uninterrupted internet connectivity throughout their working hours to maximize productivity.
• Maintain a work-like environment free from distractions during work hours, promoting the best possible focus and performance.

The Ideal Candidate

In this role, you’ll thrive in a fast-paced, multi-tasking, high-energy environment. We’re looking for creative, analytical problem-solvers who are passionate about delivering excellent customer service. The ability to balance multiple responsibilities while solving complex problems is key to succeeding in this dynamic position.

Customer Focus

The successful candidate will exhibit:

• Exceptional customer service skills: You will maintain a focus on the customer's issue while providing prompt, accurate solutions in a fast-paced environment.
• Empathy: You will demonstrate understanding and prioritize customer needs, building rapport and trust with a diverse range of customers.
• Conflict resolution skills: You will be capable of managing difficult situations, effectively de-escalating conflicts, and resolving disputes through negotiation.
• Ownership: You will take responsibility for resolving challenging customer issues, escalating when necessary, and ensuring that solutions are implemented in a timely manner.
• Customer-centric solutions: You’ll have the ability to determine the customer’s needs and offer tailored solutions to meet those needs.
• Reliability: Regular, reliable attendance is essential, including adherence to the assigned schedule. Flexibility is also key, as you may be required to work weekends, holidays, and special events.
• Overtime: The ability to work overtime as required, especially during peak periods such as the holiday season, where up to 60 hours per week may be necessary.

Problem-Solving Skills

The ideal candidate will possess:

• Critical thinking and decision-making skills: You can logically and rationally approach problems, assessing the situation and making timely decisions.
• Organizational skills: You can prioritize tasks effectively, balancing work demands across multiple departments to ensure all business needs are met.
• Calm under pressure: You can remain composed in highly escalated situations and work towards resolution without compromising quality.

Recruitment Scams & Fraud Warning

Please be aware that Kallos will never ask for the exchange of money or credit card details during the recruitment process. Any suspicious email activity or communications from individuals claiming to be recruiters or senior staff at Kallos should be ignored. If you are ever in doubt, please do not engage with such messages and report them immediately.