Customer Support Executive

About the Role

We are seeking a customer-focused and proactive Customer Support Executive to provide exceptional support to customers via phone, email, and chat. In this role, you will be responsible for resolving customer inquiries, troubleshooting issues, and delivering a positive customer experience while ensuring timely and effective resolution of customer concerns.

Key Responsibilities

• Respond to customer inquiries through phone, email, and chat in both Vietnamese and English.
• Provide accurate information and support regarding products, services, and account-related requests.
• Investigate, troubleshoot, and resolve customer issues in a timely and professional manner.
• Document customer interactions and maintain accurate records in the CRM or ticketing system.
• Escalate complex issues to the appropriate teams and follow through to resolution.
• Keep customers informed of case progress and resolution updates.
• Identify recurring issues and recommend process or service improvements.
• Maintain service quality standards and achieve customer satisfaction targets.

Requirements

• Fluent in spoken and written Vietnamese and English to perform daily tasks and speak to clients.
• Previous experience in customer service, contact center, helpdesk, or customer support roles preferred.
• Strong communication, interpersonal, and customer engagement skills.
• Excellent problem-solving and analytical abilities.
• Ability to multitask and manage priorities in a fast-paced environment.
• Proficiency in Microsoft Office and customer support systems or CRM tools.
• Positive attitude, attention to detail, and strong sense of accountability.
• Diploma or Bachelor's degree in any discipline is preferred.

Preferred Qualifications

• Familiarity with CRM, ticketing, or customer support platforms.
• Experience in technology, software, SaaS industries is an advantage.

What Success Looks Like

• Consistently delivering excellent customer service.
• Resolving customer inquiries efficiently and professionally.
• Building strong customer relationships through clear communication and ownership.
• Contributing to continuous improvement of customer support processes and customer satisfaction.