The Customer Service Representative Role is to handle incoming program inquiries from Partners and Customers. They are able to handle inquiries via all media channels supported for both inbound and outbound services. The CSR is required to represent the company appropriately to all customer segments and partners.

Job Requirements

  1. Open to Diploma/Bachelor’s Degree holders in any field, preferably from IT/Computer Sciences.
  2. Preferably 1 year of Customer Service experience.
  3. IT-related experience/knowledge is a-must.
  4. Good proficiency in English & Vietnamese languages.

Job Description

  1. Answers incoming calls, faxes, postal mail and emails relating to the program supported
  2. Provides information about the programs supported to enable customers to access the programs and the associated benefits
  3. Identifies customer requirements and ensures they are answered or routed through the appropriate support area
  4. Manages customer escalations and ensures that these are answered, tracked and escalated as required.
  5. Escalates issues outside of service boundaries when a resolution is unable to be confirmed
  6. Ensures that activities and tasks required are performed and or documented in Client’s tools where provided
  7. Follows correct processes and procedures for changes in Client’s supplied tools as required
  8. Performs all procedures accurately, including following Client’s documented call flows, work processes, data entry requirements, and complaint management processes.
  9. Provide call backs and or call downs to subscribers and partners as required
  10. Demonstrates a strong customer service orientation and takes responsibility to ensure customers are satisfied.
  11. Provides a high level of professional and competent customer service and is able to communicate effectively with customers.