Company Description
We are a technology-driven company specializing in premium global transportation solutions, proudly serving over 500 airports across 150 countries. Alongside our core services, we provide a comprehensive range of travel offerings, including eSIM connectivity, insurance, tours, and concierge services.
Location
Da Nang City, Vietnam
Salary
7,000,000 – 8,000,000 VND/month
Job Responsibilities
- Respond promptly to customer inquiries through various communication channels (phone, email, or chat) with professionalism and courtesy.
- Provide clear and accurate information to customers regarding products, services, orders, and policies.
- Escalate complex issues to the appropriate departments for further investigation and resolution.
- Collaborate with cross-functional teams to implement improvements based on customer feedback, enhancing overall customer satisfaction.
- Proactively engage with customers to build and nurture positive relationships, ensuring they feel valued and understood.
- Follow up with customers to gather feedback post-interactions and ensure their expectations are met or exceeded.
- Adhere to established company processes and procedures related to customer service, ensuring consistency and quality in customer interactions.
- Provide recommendations for process improvements to enhance efficiency and customer satisfaction.
- Maintain accurate and detailed records of customer interactions, feedback, and resolutions in the company's customer relationship management (CRM) system.
Requirements
- Experience in handling customer inquiries and resolving issues in a professional and timely manner.
- Excellent verbal and written communication skills to effectively interact with customers and internal teams.
- Active listening skills and ability to empathize with customers to understand their needs and concerns
- Strong problem-solving abilities to address customer issues and provide suitable solutions.
- Ability to think critically and adapt to changing situations while maintaining composure.
- Passion for delivering exceptional customer experiences and a commitment to exceeding customer expectations.
- Ability to collaborate effectively with cross-functional teams to achieve common goals and objectives related to customer satisfaction.
- Familiarity with customer support tools and CRM systems is a plus.
- Flexibility and willingness to adapt to evolving roles and responsibilities within the customer experience domain.
- Foreign Languages: Fluent in English (written and verbal)
Education Level
- Bachelor's degree or equivalent experience in a relevant field is preferred
- Previous experience in customer service, customer support, or a related role is required
Working Hours (Rotating Shifts)
Ability to work in a rotating shift model (including night shifts) is required:
- Morning Shift: 06:00 AM – 02:30 PM
- Mid-day Shift: 12:00 PM – 08:30 PM
- Afternoon Shift: 02:00 PM – 10:30 PM
- Night Shift: 10:00 PM – 06:30 AM
- Standard Shift: 08:00 AM – 05:30 PM
Benefits
• Compensation & Benefits: Competitive and attractive salary package, 13th-month salary
• Receive bonuses, insurance, and other employee benefits in accordance with state regulations, with a competitive total income package (including 13th-month salary, holiday bonuses).
• Chance to work in an international, dynamic, and youthful environment.
• Opportunity to work with multi-national partners.
• Full foundation and training plus basic knowledge about the position.
• Social Insurance: Full salary-based contribution
• Seniority Leave: Additional annual leave for employees with 3+ years of service
• Activities: Annual teambuilding and company trips
