The position demands an excellent standard of customer service, good English writing skills, and a high level of customer satisfaction.
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.
We&039;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.
Expectations
Support continuous improvements through reporting common customer issues, patterns, and feedback.
Respond to customer inquiries via email promptly, accurately, and courteously.
Attend team meetings, training sessions, and coaching sessions when scheduled
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.
Follow standard communication guidelines and policies at all times.
Escalate cases according to defined procedures when required.
Requirements
Familiarity with basic troubleshooting steps for application or feature issues across iOS/Android devices.
Ability to work independently and in a team
Experience with customer service software/platforms is required, with a preference for knowledge of Zendesk, Intercom, and HubSpot.
Excellent English skills, especially in writing and reading
High attention to detail and accuracy in writing.
Good computer skills (familiar with MS Office & Google applications).
Proficient in leveraging AI tools to optimize productivity and streamline workflows.
Excellent interpersonal skills.
Benefits
Salary and Benefits
Attractive salary with night shift allowance;
Paid leave (12 days/year).
Summer vacation (Paid days off and bonus);
Attractive bonus and benefits and annual salary review;
Annual health check, annual flu vaccination;
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;
Working Environment
Laptop/computer and other equipment is provided.
Free drinks (coffee, tea, etc.)
Free in- house gym and game room for everyone. We love board games, video games, PS5;
Training and career development opportunities;
International, fun, and professional working environment: Working closely with both experienced Vietnamese and foreign experts;
Working time
- Operating hours: Monday through Sunday.
- Availability on weekends, holidays, and at least one night shift throughout the week is preferred.
- Work in a maximum of 40 hours per week (5 shift/week with at least 1 night shift)
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!
