Customer Service Coach (Upto 27M/Month)

Benefits:

General Benefit Package:

• Salary Range (Gross): 20-27M/month
• Probation period: 2 months at 85% of the official salary. During this time, you will also take part in Softel Solutions’ professional training program.
• The training programs at the beginning are about soft skills in customer service, US telecommunications laws, welfare policies and work processes of the US Government.
• 100% of Customers are in the US, and the company environment uses and improves English well.
• The company is fully equipped with office equipment and lockers, so employees do not need to bring personal items such as laptops or headphones to work. In addition, the company also has health supplements for night shift employees such as functional foods, imported fresh fruits, convenience foods, tea, cakes, instant coffee, roasted/ground coffee/ beans, coffee and tea maker, microwave, refrigerator,...
• Working with major carriers in the US.

Benefits for Official Employees:

• 12 annual leave days (Unused leave days will be compensated in the December payroll).
• 11 public holidays based on regulations.
• Pay insurance according to Vietnamese labor law (BHXH, BHTN, BHYT) starts immediately after signing the official labor contract, along with participation in the company’s exciting internal activities.
• Receive union benefits such as: Representative's birthday, International Women's Day, Funeral support money, sick visits, maternity support,...
• Career Growth Opportunities: Clear promotion path from CSR/QA Starter → Senior CSR/Lead Support/Senior QA → QA Lead / Team Leader / Coach → Supervisor → Manager. As the company is currently expanding rapidly, there will be more opportunities for employee advancement.
• Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.

Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.

Job Description:

• As a Customer Service Coach, you will be responsible for supporting the development and performance improvement of Customer Service Representatives through training, coaching, and continuous performance monitoring.
• Conduct onboarding training and support new hires during their transition into production.
• Provide ongoing coaching and guidance to Customer Service Representatives to improve customer service skills, communication quality, and policy compliance.
• Monitor agent performance and identify areas for improvement.
• Deliver constructive feedback and recommend action plans to enhance performance.
• Collaborate with Team Leads, QA, and Supervisors to address performance gaps and training needs.
• Assist in developing and updating training materials, guidelines, and operational documentation.
• Track coaching effectiveness and prepare training-related reports.
• Support quality improvement initiatives and contribute to achieving departmental KPIs.

Perform other duties assigned by the Customer Service Supervisor or Management Team.

Requirements:

• Diploma/Bachelor’s Degree.
• Minimum 2 years of experience in Customer Service, Training, Coaching, QA, or Call Center Operations.
• Good English communication skills, both written and spoken.
• Strong presentation, coaching, and interpersonal communication skills.
• Ability to identify performance gaps and provide effective coaching solutions.
• Proficient in Microsoft Office (Excel, Word, Outlook).
• Strong organizational skills, attention to detail, and ability to work independently.
• Experience in telecommunications or contact center environments is an advantage.