Vietnamese Customer Service Executive
Johor Bahru, MY·Posted 4d ago
Job Description
About the Role
We are looking for a customer-focused and detail-oriented Vietnamese Customer Service Executive to join our team. In this role, you will be the primary point of contact for customers in the Vietnam market, delivering exceptional support across multiple communication channels.
You will manage customer enquiries, product-related concerns, complaints, and feedback while ensuring timely resolution and maintaining a high standard of customer experience. This role also requires bilingual communication and translation support between Vietnamese and English.
Key Responsibilities
Customer Support
- Handle customer enquiries via phone, email, social media, and other communication channels.
- Respond to product enquiries, customer feedback, complaints, product quality concerns, and other service-related issues.
- Deliver accurate, professional, and timely responses while maintaining a positive customer experience.
Case Management
- Accurately collect and document customer information and case details in the company's CRM or case management system.
- Escalate product quality complaints, adverse events, and other critical issues to the relevant internal teams within the required service timelines.
- Monitor and follow up on customer cases to ensure timely resolution.
- Keep customers informed of investigation progress and communicate outcomes clearly and professionally.
Translation & Language Support
- Provide accurate translation of documents, emails, and customer communications between Vietnamese and English.
- Support internal teams with language-related requirements to facilitate effective communication.
Communication & Customer Experience
- Demonstrate excellent verbal and written communication skills in both Vietnamese and English.
- Apply active listening and effective problem-solving skills to understand customer needs and provide appropriate solutions.
- Maintain professionalism and represent the company's brand positively in every customer interaction.
- Ensure all customer interactions comply with company policies and quality standards.
Job Requirements
- Minimum Diploma qualification or higher.
- Fluency in Vietnamese and English (spoken and written) is mandatory.
- Previous experience in customer service, contact centre, BPO, or customer support is an advantage.
- Strong listening, problem-solving, and conflict-resolution skills.
- Excellent documentation and analytical abilities.
- Comfortable using CRM systems, Microsoft Office, and other customer service tools.
- Strong teamwork and collaboration skills with the ability to build positive working relationships.
- Able to adapt quickly to changing business needs and work in a fast-paced environment.
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