Vietnamese–English Bilingual Technical Customer Support Representative

1 day ago

taguig, metro manila, Philippines Welsend Global Full-time

Vietnamese–English Bilingual Technical Customer Support Representative

Handle technical customer concerns and inquiries through chat and email in both Vietnamese and English, ensuring professional, timely, and accurate communication. Provide accurate troubleshooting steps and resolutions based on approved knowledge bases, standard operating procedures, product documentation, and troubleshooting guides.

Key Responsibilities

  • Handle technical customer concerns and inquiries through chat and email in both Vietnamese and English, ensuring professional, timely, and accurate communication
  • Provide accurate troubleshooting steps and resolutions based on approved knowledge bases (KBs), standard operating procedures (SOPs), product documentation, and troubleshooting guides
  • Communicate technical information clearly in Vietnamese and English to help customers understand issues and follow troubleshooting instructions
  • Manage multiple chat conversations and email inquiries efficiently while maintaining service quality, accuracy, and customer satisfaction.
  • Escalate complex technical issues to the appropriate team when necessary and follow established escalation procedures
  • Meet established account-specific key performance indicators (KPIs), quality standards, and productivity targets

Requirements

  • At least 6 months of customer service experience; BPO experience is preferred
  • Fluent in both Vietnamese and English, with strong written and verbal communication skills in both languages
  • Strong multitasking, prioritization, and time management skills
  • Good problem-solving and analytical skills, with the ability to follow technical troubleshooting procedures
  • Ability to communicate technical information clearly and professionally through written channels

Work Arrangement

  • Willing to work in McKinley, Taguig (office-based)
  • Full time position, Dayshift, Midshift and Nightshift (Shift Schedule)
  • Flexibility to work various shifts, including evenings, weekends, and holidays.