CUSTOMER SERVICE REPRESENTATIVE NIGHT SHIFT UP TO 18M - US Market

Company Description

Softel Solutions, headquartered in Hanoi, is a subsidiary of HTH Communications, which has been providing cellular and broadband services across the United States for over 25 years. As part of a group of U.S.-based wireless carriers, including AirVoice Wireless, AirTalk Wireless, and TAG Mobile, Softel Solutions plays a vital role in delivering exceptional telecommunication services. The company operates out of two offices in Hanoi, ensuring strong operational support and growth opportunities.

As a CSR, you will support customers through:

1. Live Chat (on the website) - English Chat Agent.
2. Hotline - English Call Agent.

More specifically, you will be responsible for the following tasks:

●     Focus on Customer Support.

●     Manage a volume of calls / emails / chats with knowledge and efficiency.

●     Identify and address customer needs, with a goal of total satisfaction.

●     Completes reports of calls and other data accurately and on time.

●     Refer issues and questions to managers if necessary.

- REQUIREMENT:

●     Minimum education: High School Diploma (Grade 12). A Bachelor's/Diploma Degree is a plus.

●     Good English proficiency (depending on position: Writing for Ticket/Chat, Speaking for Call).

●     Customer service experience is a plus, Softel still welcomes freshers, and you would be trained in the professional US policy program from the beginning.

●     Willing to work night shifts (Chat/Call positions).

●     Able to work on public holidays and during Tet when required.

●     Basic computer skills (Outlook, Word, Excel).

●     Good communication, multitasking, and problem-solving skills.