Job description for Customer Service Representative (Day Shift) at Mac Marketing
About MAC Global Realty
MAC Global Realty is a real estate company specializing in consulting, brokerage, and property auction services, including land use rights auctions. The company focuses on supporting clients throughout the process of finding properties, completing transactions, and handling related procedures in a clear and efficient manner.
This position is part of the Hong Kong Kiosk/Shopping Mall Business Unit based in Atlanta and reports directly to the Client and Customer Service Manager.
Responsibilies:
- Answer incoming calls from US customers in English.
- Listen actively and provide accurate information on products, locations, pricing, and other relevant details as trained.
- Record customer feedback, fill in an application form and transfer to the relevant back-end department for follow-up.
- Handle all calls professionally, politely, and in accordance with company procedures.
- Coordinate with internal teams to ensure information is always accurate and up to date.
- Inbound calls only — no outbound calls or sales closing required
Working Hours
1. Shift 1:
- Monday, Tuesday, Wednesday : 5:00 AM – 5:00 PM VN TIME (12h/working day)
- Thursday 5:00 AM - 11:00 AM (6h/working day)
2. Shift 2:
- Thursday 11:00 AM - 5:00 PM (6h/working day)
- Friday, Saturday, Sunday: 5:00 AM – 5:00 PM VN TIME (12h/working day)
3. Hours per Day 12 hours (including minimum 45-minute break, counted as working time per Vietnamese Labor Law)
4. Days per Week 3.5 days per shift rotation
Requirements
- Strong listening and speaking skills for communicating with US customers.
- IELTS 6.0 or equivalent, or proven experience in English-language customer-facing roles.
- Ability to quickly understand customer needs over the phone and respond with clarity and accuracy.
- Ability to learn, remember, and correctly apply product and process knowledge from training.
- Patient, calm, and polite in all customer interactions.
- Able to maintain consistent performance and well-being during overnight hours.
- Experience in customer service or call center is an advantage.
- Age Requirement: 23–35 years old.
Benefits
- Holiday bonuses and 13th-month salary according to company policy.
- Monthly meal and transportation allowance.
- Full BHXH, BHYT, BHTN after probation in accordance with Vietnamese Labor Law.
- PVI healthcare insurance after 1 year of contract.
- Collaborative work environment with teams across Vietnam and the USA.
- Annual company trip, team-building activities, and monthly internal events.
- All necessary equipment and job-related resources provided.
