Customer Service Support Coordinator

About the team:
The Incident Response Team (IRT) is responsible for ensuring a safe and seamless service experience for platform users and partners. The team handles critical incidents, escalated complaints, and sensitive cases that require strong communication skills and effective
cross- functional collaboration.
Core Objectives:
• Process work as requested by Team Leader/Manager.
• Ensure that work is completed in accordance with established procedures and standards;
• Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;
• Complete detailed documentation for each customer interaction;
• Resolve service problems by acting as the first contact point for users and driver partners, clarifying the received feedback/complaint, empathizing with the requestor, determining the cause of the problem, offering and explaining the best solution to problem, coordinating with relevant teams/departments for the final resolution and following up if needed to ensure said resolution;
• Provide quality support through Voice, Chat and Digital channels for our users and driver partners;
• Acquire and update knowledge on procedures related to relevant processes;
Must have:
• Well- behaved & open to constructive feedback.
• Willing to work in rotating shifts (7:00- 16:00, 8:00- 17:00, 13:00- 22:00, 17:00- 02:00, 22:00- 07:00), including night shifts (17:00- 02:00, 22:00- 07:00, work from- home), with night shift allowance in compliance with labor laws.
• Good command of English, preferably in speaking and writing.
• Perform well under pressure and constant changes.
Nice to have:
• Experienced in industries with Customer Service and/or is accustomed to systems such as D365, Nice... is a plus"
BENEFITS:
• Full- salary social insurance contribution from the first month
• 24/7 accident insurance coverage
• Training and professional skill development opportunities
• 100% salary during probation period
• Stable working environment with clear processes
• Salary: VND 12,000,000 – 13,500,000/month
Location: CMC Creative Space, Street No. 19, Tan Thuan, Ho Chi Minh City

Cập nhật gần nhất lúc: 2026-07-06 18:00:08