Customer Support Officer – Email team

  • Full-time
  • Hanoi

Responsibilities and Duties:

  • Answer and address a high volume of incoming email/chat inquiries relating to product issues, sale policy, orders status in a professional and courteous manner
  • Provide high levels of customer satisfaction – displaying patience and empathy towards customers who represent different cultures and backgrounds from US
  • Identify, escalate issues to the higher-level management when necessary
  • Partner with sales and fulfillment team to notify customers of late supply or issues preventing on-time fulfillment and propose item substitutions when required
  • Adhere to performance metrics to meet service level expectations and assigned KPI
  • Participate in constructive quality feedback sessions with management to improve performance

Qualifications and Skills

  • Bachelor Degree or Equivalent
  • Proficient in English listening, verbal and written communication skills. Ielts above 6.5 or equivalent 
  • 1-3 years of experience in customer service support, preferable candidates from E-commerce company like Tiki, Lazada, Shopee or with experience in Start up Environment
  • Have sought knowledge of customer service practices and principles
  • Have CRM experience is strongly desired
  • Experience with support applications like Freshdesk, Zendesk, Teamsupport is nice to have.
  • Ability to handle the stressful situation appropriately
  • Ability to establish rapport with the client
  • Ability to present yourself and the company in a professional manner
  • Ability to satisfy customers with the personal commitment to fulfill your orders, desires and expectations
  • Can work under high pressure


  • Competitive salary $800-$1500 (100% salary during probation)
  • Bonus:

-         13th-month salary

-         Performance bonus

-         Premium health insurance for employees

-         Lunch/ Drink/ Snack allowance (70$/month)

-        Annual company trip (budget up to $1200), team building (120$/year), engagement events/ activities

  • Clear career roadmap, chance to be promoted and rotated.
  • High-end working environment (central location, modern equipment, lunch/ drink/ snack).
  • 20 days of work from home and 12 annual leaves per year.
  • Premium healthcare insurance
  • Annual health check-up 
  • Fair, transparent and open working environment/ culture