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)
   

Ready to join this role? Apply now to submit your resume with date of availability and expected salary to us!  
 

All information received will be kept in strict confidence and will be treated only for employment-related purposes. 

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