Customer Support Agent - Hanoi Capital Region

Job summary

We are seeking Customer Support Agents for a social media project working in English. Successful candidates will join our team to assist in answering questions, troubleshooting, replicating customer experiences, and escalating queries when required.

Responsibilities

• Build sustainable relationships and trust with customer accounts through open and interactive communication via email/chat or other support channels;
• Identify and assess customer's needs to achieve satisfaction;
• Provide accurate, valid and complete information by using the right methods/tools;
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution;
• Meet personal/teams targets;
• Keep records of issues/problems for further investigation from functional teams;
• Follow communication procedures, guidelines, and policies;
• Work with managers on customer feedback.

Requirements

• Good English skills, especially in writing and reading (no English certificate is required but English level should be equivalent to IELTS 6.5/TOEIC 850 and up);
• Able to work 1-2 night shifts per week;
• Familiar with smartphone/ mobile device/mobile applications;
• Excellent interpersonal skills;
• Attention to detail and desire to learn;
• Freshmen are preferable.

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