Job description for Customer Service Executive at Gohub
Key Responsibilities
- Provide customer support and technical troubleshooting for SIM and eSIM products, assisting both Vietnamese and international customers.
- Guide customers through SIM/eSIM installation, activation, configuration, and usage. Troubleshoot common issues related to network connectivity, data roaming, and device compatibility.
- Monitor and respond to customer inquiries via Hotline, Zalo, Facebook, Instagram, E-commerce platforms, and other support channels.
- Handle customer complaints, refunds, replacements, and service-related issues in accordance with company policies.
- Create, update, and manage support tickets, proactively following up on cases until resolution.
- Coordinate with internal teams (Technical, Operations, Sales) and telecom partners to investigate and resolve complex issues.
- Maintain accurate case documentation and ensure proper handover between shifts to provide seamless 24/7 customer support.
- Meet established customer service quality standards, including response time, resolution quality, and customer satisfaction.
Requirements
- Previous experience in Customer Service, Customer Support, or Technical Support is an advantage.
- Good English communication skills, both written and spoken, to support international customers via chat and phone calls.
- Fresh graduates and candidates without prior experience are welcome. Full training will be provided.
- Willingness to work rotating shifts (8 hours/shift, 40 hours/week), including night shifts, weekends, and public holidays as scheduled.
- Strong problem-solving skills, attention to detail, and ability to handle customer complaints professionally.
- A responsible and proactive attitude, with a strong sense of ownership in resolving customer issues.
- Ability to multitask, adapt quickly, and work effectively under pressure.
- Basic technical understanding of smartphones, mobile networks, or eSIM technology is an advantage but not required.
- Ability to work on-site at the Gohub office near Tan Son Nhat Airport.
Benefits
- Competitive salary and performance-based bonuses, with expected monthly income of 10-18 million VND (depending on experience and performance).
- Career development opportunities with potential advancement to Senior Customer Service or Team Leader
- Official employment contract after successfully completing the probation period (up to 2 months).
- Social insurance and other statutory benefits in accordance with Vietnamese labor laws.
- Company-provided computers and necessary working equipment.
- 12 days of annual leave and additional benefits according to company policies.
- Professional working environment with training in customer service, technical troubleshooting, and international telecom products.
Work Location
Gohub Office: 3/19 Nguyễn Thái Sơn, Phường Hạnh Thông, Ho Chi Minh City, Vietnam.
Working Schedule
- Rotating shifts to maintain 24/7 customer support operations.
- 8 hours per shift, 40 hours per week.
- Night shifts, weekends, and public holidays may be assigned based on team schedules.
- Customer communication in both Vietnamese and English.
