Customer Service Representative

What we're looking for:
We're looking for dynamic, passionate, and customer-oriented professionals to support our clients with excellent customer service while managing high-severity issues. You'll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure.
You will need the ability to thrive in a fast-paced and challenging environment where everyone is empowered and committed to delivering the best. Fluency in English (written and spoken) is a given, as is a 'can do' attitude and a thirst to learn and develop professional and soft skills.
**Benefits:
• 100% salary during probation
• Full salary compulsory insurance
• Lunch allowance
• Additional Private Healthcare insurance
• Annual health check-up
• Top center location office (Lotte Center Hanoi, Lieu Giai, Ba Dinh)
• Excellent working conditions, casual atmosphere, and state-of-the-art hardware
• International and professional working environment, long term and growing career path
• Company trip, Team Building
• Gifts on the occasion of employee's birthday, wedding, childbirth, Tet holidays, Women's Day, Mid-Autumn festivals,...
• Cross-transfer and internal promotion opportunities
• Performance Bonus
Duties and responsibilities:
• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Proactively provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
• Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
• Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes, always protecting confidential and sensitive information.
• Coaching and advising team members on case handling, and other requests from management.