Customer Service Support Coordinator

Position: Customer Service Support Coordinator

Location: CMC Creative Space, Dist. 7, TP.HCM

Working Hour: Work in shifts (7:00 - 16:00 & 8:00 - 17:00 & 13:00 - 22:00 & 17:00 - 02:00 & 22:00 - 7:00) and handle night shifts (17:00 - 02:00 & 22:00 - 7:00) at home

Contract: 12 months – Sign with 3P-Talentnet

1. ABOUT THE TEAM:

Incident Response Team (IRT) aims at ensuring a safe and thorough service experience for company users and driver partners. Daily scope of work involves dealing with serious complaints and other potential incidents induced crises that require advanced communication skills as well as excellent teamwork.

2. KEY RESPONSIBILITIES:

• Provide quality support through Voice, Chat and Digital channels for our users and driver partners
• Complete detailed documentation for each customer interaction
• Resolve service problems by acting as the first contact point for users and driver partners, clarifying the feedback/complaint received, empathizing with the requestor, determining the cause of the problem, offering and explaining the best solution to problem, coordinating with relevant teams/departments for the final resolution and following up if needed to ensure said resolution
• Ensure that work is completed in accordance with established procedures and standards
• Acquire and update knowledge on procedures related to relevant processes
• Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests
• Process works as requested by Team Leader/Manager

3. REQUIREMENTS

• Experience in industries with Customer Service and/or is accustomed to systems such as D365, Nice... is a plus
• Good command in English, preferably in speaking and writing
• Perform well under pressure and constant changes
• Well-behaved & open to constructive feedback

4. SALARY AND BENEFITS

Salary: 13,500,000 gross/month

Service Voucher: 300,000 VND

100% salary in 2-month probation period & full SHUI

Annual leave

Laptop provided

Sign contract with Talentnet

Contact: Feel free to reach out via Zalo, phone, or WhatsApp at 0971 737 300 for more details.