Softel Solutions ★ 2.2

We are hiring internal Customer Service Representatives to join our international team!

***ABOUT US:

• 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.

I - POSITION:

1. English Ticket Agent (Gmail):

• Day Shift (Ticket Agent only - Gmail): 11.000.000 - 13.000.000đ/month (9:00 am - 6:00 pm, Full-time: 40 hours/week) - OPENING

2. English Ticket Agent (Gmail):

• Night Shift (Chat Agent): 13.000.000 - 15.000.000đ/month (8:00 pm- 5:00 am or 11:00 pm - 8:00 am, Full-time: 40 hours/week) - OPENING

3.English Call Agent (Hotline):

• Night Shift (Call Agent): 15.000.000 - 17.000.000đ/month (8:00 pm- 5:00 am or 11:00 pm - 8:00 am, Full-time: 40 hours/week) - OPENING

In addition, we are also recruiting additional positions such as QA, Coach, and Supervisor (Requires extensive experience in Customer Service at a call center) with more attractive upgrade benefits in terms of commission and bonuses for management positions.

III - WHAT WE OFFER:

• Probation period: 2 months.
• The training programs at the beginning are about soft skills in customer service, US telecommunications laws, welfare policies and work processes of the US Government.
• 12 days of annual leave, 11 public holidays, pay insurance according to Vietnamese labor law, and participation in classy internal activities of the company.
• Receive union benefits such as: Representative's birthday day, International Women's Day, Funeral support money, sick visits, maternity support,...
• 100% of Customers are in the US, and the company environment uses and improves English well.
• 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.
• The company is fully equipped with office equipment and lockers, so employees do not need to bring personal items such as laptops or headphones to work. In addition, the company also has health supplements for night shift employees such as functional foods, imported fresh fruits, convenience foods, tea, cakes, instant coffee, roasted/ground coffee/ beans, coffee and tea maker, microwave, refrigerator,...
• Working with major carriers in the US.

IV - JOB DESCRIPTION:

As a CSR, you will support customers through 1 in 3 channels below:

• Live Chat (on the website) - English Chat Agent.
• Gmail - English Ticket Agent.
• Hotline - English Call Agent.

Working Location:

• CSR’s Office Address: HTP Building, No. 434 Tran Khat Chan, Pho Hue Ward, Hai Ba Trung District, Hanoi.

More specifically, you will be responsible for the following tasks:

• Focus on Customer Support.
• Manage a volume of calls / emails / chats with knowledge and efficiency.
• Identify and address customer needs, with a goal of total satisfaction.
• Completes reports of calls and other data accurately and on time.
• Refer issues and questions to managers if necessary.

V - REQUIREMENTS:

• Customer service experience is a plus, Softel still welcomes freshers, and you would be trained in the professional US policy program from the beginning.
• Proficiency in English, and basic computer skills, including Outlook, Word, and Excel.
• Effective multitasking, prioritization, and time management skills.
• Quick, good communication and problem-solving skills

INTERVIEW PROCESS:

3 rounds of online interviews: 

• The 1st round (General Question): Interview with the HR Specialist and CS Supervisors in Vietnamese.
• The 2nd round (The Online Test): includes Reading & Writing Test and Typing Speed Test
• The final round (Roleplay): you will communicate with our Team Leaders/Supervisor in English.

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