CUSTOMER SERVICE REPRESENTATIVE FOR A GLOBAL FLIGHT TICKET APP

Work Location: QTSC Building 1 - No. 14 Street, Tan Chanh Hiep Ward, District 12, Ho Chi Minh City.

SCOPE OF WORK

• Guest & Partner Liaison: Resolve light complexity issues via inbound/outbound calls, email, chat, and messaging (topics include travel advice, ticket modifications, cancellations, and complaints).
• Information Accuracy: Provide precise, valid, and complete information using designated tools, methods, and processes.
• Escalation Management: Immediately update serious cases or unstable situations to higher levels.
• Customer Experience: Ensure a high level of customer service and deliver a positive guest experience.
• Continuous Learning: Proactively update your information and knowledge regarding customer service guidelines.

INCOME & ALLOWANCES

• Total Salary: 11,000,000 – 13,000,000 VND/month
• Base Salary: 8,000,000 VND/month.
• Meal Allowance: 500,000 VND/month.
• Voice Allowance: 1,000,000 VND/month (If you handle Inbound).
• Night Shift Allowance: 30% of base salary.
• Monthly KPI Incentive: 900,000 – 1,200,000 VND/month (Depending on your performance).
• Probation Policy: 100% salary during the 2-month probation time.

BENEFITS & PERKS

• Insurance: Social insurance regimes according to the provisions of the Labor Law + Accident insurance 24/7 .
• Paid Leaves: 14 days of leave per year.
• Bonuses: 13th-month salary & Annual Health Checkup.
• Environment: Work in a dynamic, professional environment with many clear opportunities for advancement.

WORK SCHEDULE

• Working Days: 5 days/week ( any 2 days off ).
• Shift Pattern: Rotate 24/7 (According to the arrangement of the team leader; rotate shift once a month, up to 3-month night shift).
• Day shifts: 7:00 - 16:00 | 9:00 - 18:00 | 12:00 - 21:00 | 13:00 - 22:00
• Night shifts: 19:00 - 4:00 | 20:00 - 5:00 | 21:00 - 6:00 | 22:00 - 7:00

REQUIREMENTS

• Education: Graduated from High School or equivalent. Majors in related fields are an advantage.
• Language Proficiency: Fluency in English (100% English environment across Speaking, Listening, Writing, and Reading).
• Experience: At least 6 months of experience in Customer Service roles or any relevant fields.