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Concentrix Linkedin · Posted 4d ago

CUSTOMER SERVICE REPRESENTATIVE FOR A GLOBAL FLIGHT TICKET APP

Ho Chi Minh City

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Indexed description

Work Location: QTSC Building 1 - No. 14 Street, Tan Chanh Hiep Ward, District 12, Ho Chi Minh City.


SCOPE OF WORK

  • Guest & Partner Liaison: Resolve light complexity issues via inbound/outbound calls, email, chat, and messaging (topics include travel advice, ticket modifications, cancellations, and complaints).
  • Information Accuracy: Provide precise, valid, and complete information using designated tools, methods, and processes.
  • Escalation Management: Immediately update serious cases or unstable situations to higher levels.
  • Customer Experience: Ensure a high level of customer service and deliver a positive guest experience.
  • Continuous Learning: Proactively update your information and knowledge regarding customer service guidelines.


INCOME & ALLOWANCES

  • Total Salary: 11,000,000 – 13,000,000 VND/month
  • Base Salary: 8,000,000 VND/month.
  • Meal Allowance: 500,000 VND/month.
  • Voice Allowance: 1,000,000 VND/month (If you handle Inbound).
  • Night Shift Allowance: 30% of base salary.
  • Monthly KPI Incentive: 900,000 – 1,200,000 VND/month (Depending on your performance).
  • Probation Policy: 100% salary during the 2-month probation time.


BENEFITS & PERKS

  • Insurance: Social insurance regimes according to the provisions of the Labor Law + Accident insurance 24/7.
  • Paid Leaves: 14 days of leave per year.
  • Bonuses: 13th-month salary & Annual Health Checkup.
  • Environment: Work in a dynamic, professional environment with many clear opportunities for advancement.


WORK SCHEDULE

  • Working Days: 5 days/week (any 2 days off).
  • Shift Pattern: Rotate 24/7 (According to the arrangement of the team leader; rotate shift once a month, up to 3-month night shift).
  • Day shifts: 7:00 - 16:00 | 9:00 - 18:00 | 12:00 - 21:00 | 13:00 - 22:00
  • Night shifts: 19:00 - 4:00 | 20:00 - 5:00 | 21:00 - 6:00 | 22:00 - 7:00


REQUIREMENTS

  • Education: Graduated from High School or equivalent. Majors in related fields are an advantage.
  • Language Proficiency: Fluency in English (100% English environment across Speaking, Listening, Writing, and Reading).
  • Experience: At least 6 months of experience in Customer Service roles or any relevant fields.


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