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As an English Ticket Agent CSR, you will support customers through: Gmail channel - English Ticket Agent
Hours of working: 8 hours shift Mon-Sat during customer service hours, Night Shift in Vietnam:
8 PM - 8 AM, Mon - Fri (it means you can start to work at 8:00 PM / 9:00 PM / 10:00 PM / 11:00 PM and then you will work for 8 working hours with 1 hour of break time).
and 10 PM - 7 AM on Saturday.
Note: During Winter Time in the US (Daylight Saving Time - starts on the second Sunday in March and ends on the first Sunday in November), the time frame will be offset by 13 hours (UTC Timezone).
Working Location: CSR's Office Address: HTP Building, No. 434 Tran Khat Chan, Hai Ba Trung District, Hanoi.
More specifically, you will be responsible for the following tasks:
Only Support, No Sale.
Assists management with the company's day-to-day carrier operations activities
Respond to customer inquiries; review responses; gather and research information; assemble and forward information; verify customer's understanding of information and provide resolution
Maintains a solid understanding of the current products and services being offered
Assists with technical support questions, order status, port-in and port-out requests, network coverage inquiries and application questions; provides resolutions to complaints
Clerical and administrative support, training and reporting as required
Some other duties as required by the Senior Manager/Director.