Customer Service Representative (Call Agent)

Company Overview:
Softel Solutions is a wholly owned subsidiary of HTH Communications, the parent company of leading wireless carriers in the United States, including:
[protected info]
[protected info]
[protected info]
For over 25 years, our ecosystem has provided Cellular and Broadband services across the United States. At Softel Solutions, 100% of customers are based in the US market, offering employees a fully English-speaking and international working environment.
Working Hours (40 hours/week, Monday - Friday)
Night Shift:
8:00 PM - 5:00 AM
11:00 PM - 8:00 AM
Work Locations
Hanoi Call Center Office (CSS, CSR): HTP Building, 434 Tran Khat Chan, Hai Ba Trung, Hanoi.
HCMC Call Center Office (CSR): Mộc Gia Building, 92 Yen The, Tan Son Hoa, HCMC.
Job Description:
As a CSR, you will support customers through Hotline
More specifically, you will be responsible for the following tasks:
Focus on Customer Support.
Manage a volume of calls 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
(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.
Benefit:
Night Shift (Call Agent: 15.000.000 - 17.000.000đ/month
Probation period: 2 months.
The training programs at the beginning are about soft skills in customer service, US telecommunications laws, welfare policies, and work processes of the US Government.
12 days of annual leave, 11 public holidays, pay insurance according to Vietnamese labor law, and participation in classy internal activities of the company.
Receive union benefits such as: Representative's birthday, International Women's Day, Funeral support money, sick visits, maternity support,...
100% of Customers are in the US, and the company environment uses and improves English well.
Career Growth Opportunities : Progress along a clear career path from CSR to Senior CSR, Customer Service QA, Customer Service Coach/Team Lead, and Customer Service Supervisor, Manager, and Director.
Career Prospect
: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
Rotation Opportunities to US Headquarters
: Top performers can rotate to our US headquarters for valuable experience and exposure.
The company is fully equipped with office equipment and lockers, so employees do not need to bring personal items such as laptops or headphones to work. In addition, the company also has health supplements for night shift employees such as functional foods, imported fresh fruits, convenience foods, tea, cakes, instant coffee, roasted/ground coffee/ beans, coffee and tea maker, microwave, refrigerator,...
Working with major carriers in the US.
Join us and be part of a dynamic and winning team where your career growth matters!
Contact:
Please send your CV with the title "[SOFTEL SOLUTIONS] - Full Name - Position" via email: [protected info]
Interview process:
2 rounds of
online interviews:
1st Interview (Group Interview):
You will interview with the HR Specialist and CS Supervisors
in Vietnamese
. During the interview, we will go through 3 modules:
Break the ice
Individual Professional Interviews
The English Test:
Reading & Writing Test.
Communication: Answer some basic questions directly in English.
In the final round (1:1 Role Play Interview)
: You will speak
in English with our US Supervisors.
It will take about 30-60 minutes for each interview and you will interview in Vietnam and English with our Team Leaders/Managers via Microsoft Teams.
Time to review the CV and send an interview confirmation letter usually takes about 1 week after the application date.