Customer Service Representative

What we’re looking for:We’re looking for dynamic, passionate, and customer-oriented professionals to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. You will need the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best. Fluency in English (written and spoken) is a given, as is a ‘can do’ attitude and a thirst to learn and develop professional and soft skills.**Benefits:• 100% salary during probation • Full salary compulsory insurance• Lunch allowance • Additional Private Healthcare insurance• Annual health check-up• Top center location office (Lotte Center Hanoi, Lieu Giai, Ba Dinh)• Excellent working conditions, casual atmosphere, and state-of-the-art hardware• International and professional working environment, long term and growing career path• Company trip, Team Building• Gifts on the occasion of employee’s birthday, wedding, childbirth, Tet holidays, Women’s Day, Mid-Autumn festivals,…• Cross-transfer and internal promotion opportunities • Performance Bonus Duties and responsibilities:• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.• Proactively provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.• Collaborate with cross-functional teams to ensure timely and accurate issue resolution.• Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly. • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes, always protecting confidential and sensitive information. • Coaching and advising team members on case handling, and other requests from management.