Customer Service Advisor - Vietnamese 2026

CNX; Quezon City; On-site; PHP 335,000 - 469,000; Full time

Job summary

CNX in Quezon City is hiring a Customer Service Advisor fluent in Vietnamese to handle Level 1 consumer inquiries and issues. You will document interactions in CRM, follow fixed processes, and escalate when needed to ensure timely resolutions.

The role requires strong communication and data-entry accuracy, with shifts that may vary. Join a fast-paced environment delivering quality support across channels, while maintaining customer satisfaction metrics and adherence to internal guidelines in a

Qualifications

• Proficient in handling Level 1 consumer inquiries and issues.
• Accurate data entry and documentation in CRM.
• Ability to follow scripts and documented processes.

Responsibilities

• Answer inbound calls and respond to emails and website queries using documented procedures.
• Create and log cases in CRM with complete problem definitions and actions.
• Escalate issues to appropriate teams per process and provide follow-up guidance to customers.

Skills

Vietnamese language

Customer service

CRM software

Communication skills

Tools

CRM system

Job description

Job Title:

Customer Service Advisor - Vietnamese 2026

Job Description

The position is the initial contact for consumer conversations feedback, issue resolution, records case information and data across multiple channels. This involves troubleshooting, researching solutions, and providing resolutions to Level 1 consumer problems. The Agent ensures proper consumer handling and escalation procedures while performing assigned functions according to process and standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.

Answers and responds to inbound calls, returns call from emails, website queries using documented procedures, available tools and supplied script(s) to assess consumers support needs and handle/route accordingly to the satisfaction of the consumer

• Verifies all contact information
• Creates cases within supplied Customer Relationship Management (CRM) system
• Documents problem definition
• Documents and logs all contacts and actions into CRM as specified in guidelines
• Includes all appropriate case data (soft and hard copies) i.e. CRM survey responses based on reason codes, email, photos, CSAT surveys emailed to consumer post resolution, etc.
• Provides help and clear direction to consumers on follow-up actions to be taken for resolution
• Escalates to internal and external persons in accordance with process direction i.e. to Escalation owner on team, Fulfillment and client when appropriate
• Provides customers with follow-up action to be taken and documents in CRM
• Remains knowledgeable of performance requirements, brands/product and process documentation
• Maintains awareness of and compliance with all Concentrix personnel policies
• Achieves specified performance goals and knowledge of all tools used in the process
• Additional responsibilities as required i.e. reporting, reporting unresolved issues, handling of hang-ups, etc.

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Location

PHL Quezon City - Tera Tower 1st Floor

Time Type

Full time