ECRM

• Working Hours:
• Night Shift: M-F, 8:00 pm - 5:00 am or 12:00 - 9:00 am (VN Time).
• or Morning Shift: M-F, 4:00 am - 1:00 pm (VN Time)
• Work Location: 2nd floor, HTP Building, 434 Tran Khat Chan, Dong Da District, Hanoi.
• Reports To: Customer Service Supervisor, Product Manager.

ABOUT SOFTEL SOLUTIONS:

• Headquartered in Hanoi, Softel Solutions is a wholly subsidiary of HTH Communications; the parent company of the group of Wireless carriers in the USA; AirVoice Wireless, AirTalk Wireless, and TAG Mobile, which provide Cellular and Broadband services throughout America over the past 25 years.
• We have 02 VN offices in Hanoi:
• Headquarters: 7th floor, Geleximco Building, 36 Hoang Cau, Dong Da, Hanoi
• CSR and Review Office: HTP Building, No. 434 Tran Khat Chan, Pho Hue Ward, Hai Ba Trung District, Hanoi.

WHAT WE OFFER:

• Softel Solutions offers more than just a job; it’s a chance to build a meaningful career within an iconic US brand while gaining valuable experience. Opportunities to learn American cultures and master your English as native American English-speaking.
• Salary range: 20M - 22M/month with bonuses and incentives. (We can negotiate further based on your experience).
• Work 5 days a week (Mon-Fri) and 8 hours a day.
• 12 days of annual leave and 11 paid public holidays, pay insurance according to regulations (social insurance, health insurance, unemployment insurance), with exciting company routine activities.
• Quarterly & Annually Performance-based Bonuses & Sales commission:
• Huge Sales Incentives: Earn commissions from device upgrades, data top-ups, cross-sales, and plan upgrades
• Career Growth Opportunities: Progress along a clear career path from CSR to Senior CSR, Customer Service QA, Customer Service Coach, and Customer Service Supervisor/Manager, Director.
• Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
• Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.

Join us at HTH Communications and be part of a dynamic and winning team where your career growth matters!

JOB DESCRIPTION:

• Review a subset of support agents’ conversations (calls, emails, chat, etc).
• Assess support interactions based on internal standards.
• Accompany evaluations with meaningful and constructive feedback.
• Monitor the progress and development of agents.
• Analyze individual and team performance daily to manage overall sales and service levels.
• Listen to inbound customer phone calls and check/monitor Live Chats/Tickets and observe CRM utilization to monitor agent efficiency, effectiveness and quality.
• Record agent and team statistics, and prepare reports for Management
• Maintain up-to-date knowledge of industry developments.
• Assists management with the company’s day-to-day carrier operations activities
• Maintains a solid understanding of the current products and services being offered
• Ensures customer satisfaction and an enjoyable experience
• Maintains a solid understanding of the current products and services being offered
• Some other duties as required by the Senior Manager/Director.

REQUIREMENTS:

• Diploma/Bachelor’s Degree.
• 5+ years of experience in the Customer Service QA roles.
• Proficiency in English, and basic computer skills, including Outlook, Word, and Excel.
• Demonstrated self-starting capability, working independently with punctuality and attention to detail; adept at multitasking with a strong work ethic.
• Desired qualities include an outgoing personality and an outstanding attendance record.
• Effective multitasking, prioritization, and time management skills.

INTERVIEW PROCESS:

• 2 rounds of online interviews:
• In the first round, you will interview with the Customer Service Supervisor and/or VN Managers.
• In the final round, you will speak in English with our US Supervisors / Managers.
• It will take about 30-60 minutes for each interview and you will interview in Vietnamese and English with our Team Leaders / Managers via Microsoft Teams.
• Time to review the CV and send an interview confirmation letter usually takes about 1 week after the application date.