About the role
The Bilingual Vietnamese Customer Service Representative is responsible for delivering high-quality, timely, and professional support to customers, agents, and partners across Viamericas communication channels. This role involves handling inbound and outbound inquiries via phone, email, chat, and SMS in Vietnamese and English, ensuring accurate transaction processing, issue resolution, and customer satisfaction. The representative will utilize internal systems to document interactions, monitor transaction activity, and support operational efficiency while maintaining compliance with company policies and service standards.
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
- 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
- Ensure smooth processing of transactions and coordinate with internal teams as needed
- Support Business Development on agent-related requirements
- Follow basic compliance procedures and assist in handling transactions under review
- Support documentation requirements when needed
- 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.
Agent Support & Relationship Management
Operational Support
Compliance (Cross-Training Scope)
Information Security Responsibilities:
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.
