Job description for Agent Support (Night Shift) at Mac Marketing
Responsibilities
1. Inter-Team Coordination:
- Maintain regular communication with team leaders and members from Customer Service, Marketing, Technology, Sales, and Inhouse teams.
- Identify and communicate essential information required by Agents.
- Facilitate knowledge sharing and collaboration across teams.
2. Quick Support:
- Provide prompt assistance to Agents facing any issues or challenges.
- Offer timely solutions and troubleshooting guidance.
- Ensure Agents have the necessary resources and support to perform their tasks effectively.
3. Key Responsibilities:
- Handle and follow up on unresolved support tickets/cases from Shift 1.
- Respond promptly to Agent Support groups and hotline inquiries.
- Maintain a physical presence at the office to provide on-site support.
Requirements
- Bachelor's degree in Business Administration, or a related field, minimum of 1-2 years of experience in customer service
- Good English communication skills are a strong advantage. (English level IELTS 5.5-6.0 or equivalent).
- Excellent communication and interpersonal skills, with the ability to influence and build strong working relationships both internally and externally.
- Any experience in any positions. (Sales, Customer Service, Call Center, Traniner...) Experienced in customer service or call center is an advantage.
- Basic knowledge of Digital Marketing & Design
- Skills in using computers and office software (Excel, Word).
- Knowledge (including education and qualifications): CRM, USA Market, Nails Salon, Restaurant, Beauty Salon, etc.
- Have responsibility, adaptability, and the ability to handle work pressure.
- Due to the nature of night shifts, the ability to manage schedules and workloads is necessary to maintain health and well-being for nighttime work.
Time Working:
1. Training Time (First 2 - 4 months):
- 08:00 PM - 04:00 AM
- 5.5 days from Monday to Saturday
2. Official Time:
- 04:00 AM - 12:00 PM
- 5.5 days from Monday to Saturday
Benefits
- Monthly KPI bonuses based on performance.
- Monthly meal and fuel allowance.
- Dynamic, friendly and professional working environment.
- Opportunities for training, skill development and long-term career growth.
- Opportunities to collaborate with teams in both Vietnam and the USA.
- Annual company trips, team-building activities and internal events.
- Holiday bonuses and 13th-month salary according to company policy.
- Full participation in social insurance, health insurance and unemployment insurance (BHXH, BHYT, BHTN) after probation in accordance with Labor Law.
- Necessary equipment and job-related resources are provided.
