Customer Service (Night Shift)

Support Market: Vietnam

Role Purpose: To provide real-time English-speaking support for foreign passengers facing challenges during day and nighttime boarding and communication with bus drivers, with the additional task of handling Support Channels

Key Responsibilities:

• Support foreign customers and bus operators' communication during night boarding schedules.
• Handle urgent support calls and live issues during night hours
• Troubleshoot boarding and location-related concerns
• Maintain accurate case logs for night incidents
• Contact customers after travel for feedback collection, record, and categorize feedback into the system (project-based)
• Identify recurring customer issues and share insights with CS Department
• Support customer communication during peak travel hours and other ad hoc tasks

Schedule: Shift-based to cover 7-day operations (rotational)

5 days working & 2 days off

Day Shift: 9:30 AM - 6:30 PM (include rest)

Night Shift: 10 PM - 7 AM (include flexible short break) - maximum night shift are 4 days/ week, the rest is day shift.

Requirements:

• Diploma or Bachelor's degree in any field
• 1-4 year experience in call center environment
• Strong English communication skills (mandatory)
• Prior experience in customer support or hospitality is preferred
• Comfortable working night and weekend shifts
• Solution-oriented under pressure
• Good problem-solving and coordination skills
• Cultural sensitivity in handling foreign customers
• - Able to work in shift