[HN] Customer Support Agent

Responsibility
Respond to customer inquiries via email promptly, accurately, and courteously.
Provide clear, valid, and complete information using approved knowledge bases, tools, and processes.
Record customer complaints, issues and relevant case details for follow-up and investigation.
Meet daily productivity and quality targets.
Escalate cases according to defined procedures when required.
Follow standard communication guidelines and policies at all times.
Support continuous improvements through reporting common customer issues, patterns, and feedback.
Attend team meetings, training sessions, and coaching sessions when scheduled.
Key skills and experience
Excellent English skills, especially in writing and reading
Good computer skills (familiar with MS Office & Google applications).
Proficient in leveraging AI tools to optimize productivity and streamline workflows.
Experienced in Customer Support, preferably for SaaS and technical products.
Familiarity with basic troubleshooting steps for application or feature issues across iOS/Android devices.
High attention to detail and accuracy in writing.
Excellent interpersonal skills.
Ability to work independently and in a team.
Benefits
Salary and Benefits
Attractive salary and benefits;
Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
Annual health check;
Paid leave (12 days/year).
Working Environment
5 shifts per week amounting to 40 hours, arranged by the company;
International, fun and professional working environment;
Modern hardware provided by the company (laptop, monitor, airpod, etc.);
Free drinks (coffee, tea, etc.);
English working environment;
Training and career development opportunities
Working time:
Availability on weekends, holidays, and at least one night shift throughout the week is preferred.
Working Location: Hai Ba Trung, Ha Noi.
How to apply
All interested candidates are welcome to apply. Please send your resume expressing your interest to us at [protected info]. Kindly note that due to the high volume of applications we receive, only shortlisted candidates will be contacted by our HR team.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.