Our client "Brand ID (HK) Ltd" is seeking a Customer Support Specialist (Vietnamese speaker)  to join their company! 

What you’ll be doing? 

• Provide clients with a first response within 1 - 1.5 hours depending on predetermined Service Level Agreements (SLAs) 
  • Assist customers and employees with inquiries through two service channels: calls and emails 
  • Efficiently resolve Tier 1, Tier 2 and MS cases focusing on quality and providing extraordinary customer service 
  • Tier 1 Cases are categorized as the following: 
    • assisting with resetting passwords 
    • creating/updating accounts 
    • providing order statuses 
    • providing product pricing 
    • providing shipping documents to customers 
  • Tier 2 Cases are categorized as the following:  
    • editing orders  
    • process requests for new custom items such as care labels 
    • communicate artwork requirements to our Hong Kong Product Development team 
    • evaluate and process cancellation requests to our Hong Kong Production Planning team 
    • record special shipping requirements 
  • MS Cases involve the following duties: 
    • Coordinate payment and/or shipping instructions 
    • Manage frequent follow up to ensure shipments are confirmed by the customer in a timely manner 
    • Apply payments to prepay orders 
    • Explain our company policies related to payment 
• Provide system training to customers as needed 
• Collaborate effectively across Sales/Development/Production/Warehouse teams  

Who are they looking for? 

• Excellent English and Vietnamese written and verbal communication skills 
• High degree of patience 
• Capable resolving difficult situations and maintaining customer relationships 
• Maintaining a positive attitude in the most difficult situations 
• Deep commitment to customer satisfaction and strong desire to contribute to company growth 
• Ability to independently identify, evaluate and resolve problems 

Why you should consider this opportunity: 

 
Our client offers an attractive remuneration package with fringe benefits to the right candidate, such as 

• Performance Bonus
• Bank Holidays
• Medical Insurance
• Dental Insurance

Working Hour: 

• 5 days work week (Mon to Fri, 09:00 to 18:00)
   

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