Overview
Vietnamese Customer Service Representative Jobs in Vietnam at Bitunix
Title: Vietnamese Customer Service Representative
Company: Bitunix
Location: Vietnam
Role Overview
The Vietnamese Customer Service Representative (Tier 1) is responsible for delivering high-quality frontline support to Bitunix’s Vietnamese-speaking users. This role focuses on handling general inquiries, providing accurate information about trading products and account services, and ensuring a professional, prompt, and empathetic customer experience.
As a Tier 1 agent, you will manage foundational customer requests — including account assistance, Spot and Futures trading basics, and KYC support — while escalating complex technical or compliance issues to higher tiers when necessary.
Key Responsibilities
*Live Chat Responsiveness
- Respond to all incoming live chat inquiries within 20–30 seconds, ensuring prompt and consistent engagement.
- Maintain an Average Handling Time (AHT) of 10–15 minutes per chat, balancing speed with accuracy and user satisfaction.
*Customer Inquiry Resolution
- Accurately identify, troubleshoot, and resolve user concerns within Tier 1 scope, following company policies and standard support procedures.
- Minimize unnecessary transfers by resolving issues at the Tier 1 level whenever possible; escalate only complex cases with full documentation.
*Quality & Customer Experience
- Achieve and sustain a Customer Satisfaction (CSAT) rating of 90% or higher through empathetic, clear, and professional communication.
- Adhere to all Quality Assurance (QA) standards, ensuring accuracy, compliance, and professionalism in every customer interaction.
- Uphold Bitunix’s core support philosophy: fast, reliable, and human-driven assistance — no AI bots, real agents only.
*Operational Excellence
- Record all customer interactions, resolutions, and case details accurately in the internal CRM or support platform.
- Identify recurring issues, bugs, or user pain points and report them promptly to QA or the Team Lead for review.
- Participate in weekly QA feedback sessions, performance evaluations, and refresher training to maintain high service standards.
*Collaboration & Teamwork
- Coordinate with Tier 2, Technical, and Compliance teams for timely resolution of escalated issues.
- Support cross-team projects, campaigns, or feedback initiatives that aim to improve the overall user experience.
Qualifications & Skills
- Language Proficiency: Native or fluent in Vietnamese (C1/C2) and English (B2+), both written and verbal.
- Experience: Minimum 1 year of customer service experience, ideally in fintech, crypto exchange, or related industries.
Technical Skills:
- Knowledge of cryptocurrency trading basics (Spot & Futures).
- Understanding of customer service CRMs and live chat systems.
- Strong attention to detail and ability to multitask effectively.
Soft Skills:
- Excellent communication and problem-solving abilities.
- Strong emotional intelligence and empathy in user interactions.
- Dependable, punctual, and proactive team player.
