Customer Support (Order Processing, English)

JOB DESCRIPTION

1. Customer Inquiries & Support

• Respond promptly to customer inquiries through various channels, including email, live chat, and phone.
• Provide accurate and detailed pricing and delivery information.
• Obtain and evaluate all relevant information to handle inquiries about the company's products and services.
• Perform customer verifications to ensure secure and accurate information exchange.
• Flexibility to work night shifts as scheduled outside regular business hours.

2. Complaint Resolution

• Handle and resolve customer complaints in a timely and professional manner.
• Analyze issues to identify root causes and provide effective solutions.
• Ensure a high level of customer satisfaction while maintaining the company's best interests.

3. Social Media & Website Management

• Write and post informative content on social media platforms and the company's website as assigned.
• Engage with customers through social media channels in alignment with the company's brand and communication guidelines.

4. Collaboration & Teamwork

• Collaborate with company partners to ensure seamless delivery of services to customers.
• Maintain clear & open communication with internal teams to address customer needs effectively.
• Complete necessary documentation and handle customer records as assigned.
• Ensure all customer data and documentation are accurate and up-to-date, in line with company policies.

REQUIREMENTS

• Bachelor’s degree in English/ Chinese, Hospitality, Tourism, Human Resource Management, Business Administration, or a related field.
• No prior experience required; training will be provided.

SKILLS:

• Strong written, reading, and speaking skills in English and/or Chinese (prefer cdd can use both languages)
• Logical thinking ability to approach and resolve customer inquiries effectively.
• Ability to work efficiently under pressure and manage customer demands.
• Excellent problem-solving skills, with a proactive approach to handling challenges.
• Strong collaboration and communication skills for effective teamwork and customer interactions.
• Good negotiation skills to manage and resolve customer issues tactfully.
• Flexibility to work night shifts as scheduled to support customers outside regular business hours.

WORKING HOURS

Company Standard Hours:

• Monday – Friday: 8:00 AM – 5:30 PM
• Alternate Saturdays: 8:00 AM – 5:00 PM

Customer Service Department — Rotating Shift:

• Day Shift: 8:00 AM – 5:30 PM (On-site)
• Evening Shift: 5:30 PM – 12:00 AM (Remote)
• Night Shift: 12:00 AM – 4:00 AM / 4:00 AM – 8:00 AM (Remote)

Note: Employees working any shift starting from 12:00 AM onward are entitled to work from home the following day.

BENEFITS

• Full statutory insurance coverage (BHXH, BHYT) and personal income tax in accordance with Vietnamese regulations.
• Competitive salary, performance bonus, and allowances per company policy.
• Annual Team Building & Company Trip.