Customer Service (Night Shift)

Support Market
: Vietnam
Role Purpose:
To provide real-time English-speaking support for foreign passengers facing challenges during day and nighttime boarding and communication with bus drivers, with the additional task of handling Support Channels
Key Responsibilities:
Support foreign customers and bus operators' communication during night boarding schedules.
Handle urgent support calls and live issues during night hours
Troubleshoot boarding and location-related concerns
Maintain accurate case logs for night incidents
Contact customers after travel for feedback collection, record, and categorize feedback into the system (project-based)
Identify recurring customer issues and share insights with CS Department
Support customer communication during peak travel hours and other ad hoc tasks
Schedule:
Shift-based to cover 7-day operations (rotational)
5 days working & 2 days off
Day Shift: 9:30 AM - 6:30 PM (include rest)
Night Shift: 10 PM - 7 AM (include flexible short break) - maximum night shift are 4 days/ week, the rest is day shift.
Requirements:
Diploma or Bachelor's degree in any field
1-4 year experience in call center environment
Strong English communication skills (mandatory)
Prior experience in customer support or hospitality is preferred
Comfortable working night and weekend shifts
Solution-oriented under pressure
Good problem-solving and coordination skills
Cultural sensitivity in handling foreign customers
Able to work in shift