Customer Support Agent

2 weeks ago

Hanoi, Hanoi, Vietnam Gear Full time $5,500 - $15,000 per year


We're seeking some Customer Support Agents Full-time (Night Shift Required) to assist in providing email customer support and customer queries from around the world.

Successful candidates will join our team to assist in answering questions, troubleshooting, replicating customer experiences, and escalating queries when required. Agents should be capable of providing answers to both simple and complicated questions in a timely manner.
The position demands an excellent standard of customer service, good English writing skills, and a high level of customer satisfaction.

Expectations

  • Respond to customer inquiries via email promptly, accurately, and courteously.

  • Provide clear, valid, and complete information using approved knowledge bases, tools, and processes.

  • Record customer complaints, issues and relevant case details for follow-up and investigation.

  • Meet daily productivity and quality targets.

  • Escalate cases according to defined procedures when required.

  • Follow standard communication guidelines and policies at all times.

  • Support continuous improvements through reporting common customer issues, patterns, and feedback.

  • Attend team meetings, training sessions, and coaching sessions when scheduled

Requirements

  • Excellent English skills, especially in writing and reading

  • Good computer skills (familiar with MS Office & Google applications).

  • Proficient in leveraging AI tools to optimize productivity and streamline workflows.

  • Experience with customer service software/platforms is required, with a preference for knowledge of Zendesk, Intercom, and HubSpot.

  • Familiarity with basic troubleshooting steps for application or feature issues across iOS/Android devices.

  • High attention to detail and accuracy in writing.

  • Excellent interpersonal skills.

  • Ability to work independently and in a team

Benefits

1. Salary and Benefits

  • Attractive salary with night shift allowance;
  • Attractive bonus and benefits and annual salary review;
  • Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
  • Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
  • Annual health check, annual flu vaccination;
  • Summer vacation (Paid days off and bonus);
  • Paid leave (12 days/year).

2. Working Environment

  • International, fun, and professional working environment: Working closely with both experienced Vietnamese and foreign experts;
  • Free drinks (coffee, tea, etc.)
  • Laptop/computer and other equipment is provided.
  • Training and career development opportunities;
  • Free in-house gym and game room for everyone. We love board games, video games, PS5;

Working time

- Operating hours: Monday through Sunday.

- Work in a maximum of 40 hours per week (5 shift/week with at least 1 night shift)

- Availability on weekends, holidays, and at least one night shift throughout the week is preferred.

Working Address: Tam Trinh Street, Hai Ba Trung, Hanoi

All interested candidates are welcome to apply. Please send your resume (in English) expressing your interest to us


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