WHAT YOU WILL BE DOING:
Customer Support & Engagement:
- Handle inbound customer interactions via phone, email, and chat.
- Provide accurate information, resolve customer inquiries, and ensure high customer satisfaction.
- Maintain a professional, friendly, and solution- oriented communication style.
Upsell & Cross- sell:
- Encourage repeat purchases while maintaining a customer- first mindset.
- Identify opportunities to upsell or cross- sell relevant products or services during customer interactions.
- Educate customers on additional offerings that add value to their needs.
Order & Account Support:
- Assist customers with order- related inquiries, account updates, and basic troubleshooting.
- Ensure timely and accurate follow- up on customer requests.
- Coordinate with internal teams when escalation or additional support is required.
CRM & Data Management:
- Support basic data cleaning and verification tasks when required.
- Log interaction details, resolutions, and sales opportunities in the CRM system.
- Update customer profiles and maintain accurate records.
Quality & Performance:
- Meet service level agreements (SLAs) for response time, resolution time, and quality.
- Follow all operational guidelines and quality assurance standards.
- Achieve upsell and cross- sell performance targets where applicable.
- Participate in quality reviews, coaching sessions, and ongoing training.
WHAT WE ARE LOOKING FOR:
- Good spoken and written English communication skills.
- Experience supporting U.S. customers is a strong advantage.
- Prior exposure to upsell or cross- sell activities is a plus.
- Familiar with CRM systems and basic computer applications.
- Experience in customer service, contact center, or BPO operations is preferred.
Work Behavior:
- Comfortable working night shifts aligned with U.S. business hours.
- Customer- focused with a sales- support mindset.
- Reliable, detail- oriented, and process- driven.
- Confident, persuasive, and able to identify customer needs.
WHAT WE OFFER: We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:
• Annual salary review
• Other allowances from referrals and special occasions (weddings, seniority, and new- born baby)
• Social insurance and healthcare insurance upon Vietnam Labor Code
• Diverse activities to foster relationships, including company trips, year- end party, employees&039; birthdays
• Attractive employee awards: Employee of Year, Semi- Annual outstanding employee
• An open culture that spurs creativity, innovation, and inclusivity
• A variety of training courses for your career development
• An English- speaking environment
• 13th month Tet bonus & bi- annual performance bonus
• A competitive monthly salary based on your ability
• PTI insurance package, and annual health check
• An open- space office, a cafeteria, and a range of modern equipment
WORK LOCATION: 159C De Tham, Cau Ong Lanh Ward, HCM
WORKING HOURS:
• Typical working hours: 11:00 PM – 8:00 AM (Vietnam time)
• Prime calling window: 12:00 PM – 5:00 PM (U.S. local time)
