Customer Service Representative-Bilingual Vietnamese

Duties and Responsibilities

Customer Service & Transaction Support

Handle inbound and outbound calls, emails, and chat inquiries from customers and agents

Provide transaction status updates and resolve issues (delays, errors, cancellations, refunds)

Monitor pending or problematic transactions and ensure timely resolution

Maintain accurate documentation in CRM systems

Agent Support & Relationship Management

Conduct regular outreach to agents for support, updates, and engagement

Assist with onboarding and day-to-day operational needs of agents

Follow up on inactive agents and support initiatives to drive transaction growth

Coordinate and escalate agent concerns to the appropriate teams

Operational Support

Ensure smooth processing of transactions and coordinate with internal teams as needed

Support Business Development on agent-related requirements

Compliance (Cross-Training Scope)

Follow basic compliance procedures and assist in handling transactions under review

Support documentation requirements when needed

Information Security Responsibilities

Read, acknowledge, and comply with Viamericas Staff Information Security Policy via the Information Security training portal. This should be done within 30 days of hire and repeated annually.

Attend periodic Information Security training provided by Viamericas.

Report any event that might be an Information Security Incident: clicked on a malicious link, downloaded, and opened a suspicious file, etc.

Qualifications

Fluency in Vietnamese and English (spoken and written) required

Have a good attitude and good dealing with people

Previous customer service or call center experience is a plus

Excellent communication and writing skills

Ability to multitask, prioritize, and manage time effectively in a fast-paced environment

Strong attention to detail and problem-solving skills

Basic Computer knowledge

High School Diploma or in the process of obtaining one

Ability to work on a flexible schedule

Working Conditions

This position is carried out in a normal office environment with a hybrid work schedule. It requires the use of office equipment like computers, telephones, photocopiers, filing cabinets, and fax machines among others.