Customer Service Support Coordinator

About the team: The Incident Response Team (IRT) is responsible for ensuring a safe and seamless service experience for platform users and partners. The team handles critical incidents, escalated complaints, and sensitive cases that require strong communication skills and effective cross-functional collaboration. Core Objectives:

Provide quality support through Voice, Chat and Digital channels for our users and driver partners;

Complete detailed documentation for each customer interaction;

Resolve service problems by acting as the first contact point for users and driver partners, clarifying the received feedback/complaint, empathizing with the requestor, determining the cause of the problem, offering and explaining the best solution to problem, coordinating with relevant teams/departments for the final resolution and following up if needed to ensure said resolution;

Ensure that work is completed in accordance with established procedures and standards;

Acquire and update knowledge on procedures related to relevant processes;

Work well independently, complete assigned tasks in the established time frame, complete regular assignments without reminders or additional requests;

Process work as requested by Team Leader/Manager. Must have:

Good command of English, preferably in speaking and writing.

Willing to work in rotating shifts (7:00 - 16:00, 8:00 - 17:00, 13:00 - 22:00, 17:00 - 02:00, 22:00 - 07:00), including night shifts (17:00 - 02:00, 22:00 - 07:00, work from-home), with night shift allowance in compliance with labor laws.

Perform well under pressure and constant changes.

Well-behaved & open to constructive feedback. Nice to have:

Experienced in industries with Customer Service and/or is accustomed to systems such as D365, Nice... is a plus"

BENEFITS:

Salary: VND 12,000,000 – 13,500,000/month

100% salary during probation period

Full-salary social insurance contribution from the first month

24/7 accident insurance coverage

Training and professional skill development opportunities

Stable working environment with clear processes Location: CMC Creative Space, Street No. 19, Tan Thuan, Ho Chi Minh City

Career Path

Health Insurance

Near Public Transport

Training/Certification