Job description for Customer Service Support Coordinator at CÔNG TY TNHH QUESS CORP VIỆT NAM
About the team:
The Incident Response Team (IRT) is responsible for ensuring a safe and seamless service experience for platform users and partners. The team handles critical incidents, escalated complaints, and sensitive cases that require strong communication skills and effective
cross-functional collaboration.
Core Objectives:
• Provide quality support through Voice, Chat and Digital channels for our users and driver partners;
• Complete detailed documentation for each customer interaction;
• Resolve service problems by acting as the first contact point for users and driver partners, clarifying the received feedback/complaint, empathizing with the requestor, determining the cause of the problem, offering and explaining the best solution to problem, coordinating with relevant teams/departments for the final resolution and following up if needed to ensure said resolution;
• Ensure that work is completed in accordance with established procedures and standards;
• Acquire and update knowledge on procedures related to relevant processes;
• Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;
• Process work as requested by Team Leader/Manager.
Must have:
• Good command of English, preferably in speaking and writing.
• Willing to work in rotating shifts (7:00 - 16:00, 8:00 - 17:00, 13:00 - 22:00, 15:00 - 00:00, 22:00 - 07:00), including night shifts (15:00 - 00:00, 22:00 - 07:00, work from-home).
• Perform well under pressure and constant changes.
• Well-behaved & open to constructive feedback.
Nice to have:
• Experienced in industries with Customer Service and/or is accustomed to systems such as D365, Nice... is a plus"
BENEFITS:
• Salary: VND 12,000,000 – 13,500,000/month
• 100% salary during probation period
• Full-salary social insurance contribution from the first month
• 24/7 accident insurance coverage
• Training and professional skill development opportunities
• Stable working environment with clear processes
Location: CMC Creative Space, Street No. 19, Tan Thuan, Ho Chi Minh City
