Customer Service Representative-Bilingual Vietnamese

Viamericas Corporation; Manila; Hybrid; PHP 223,200 - 334,800; Full time

Job summary

Viamericas Corporation is hiring for a Customer Service and Transaction Support role in Manila, Philippines. The position entails handling customer inquiries, providing support to agents, and ensuring smooth transaction processes in a hybrid work environment.

Applicants must be fluent in Vietnamese and English, have good customer service skills, and the ability to multitask in a fast-paced setting. A High School Diploma or equivalent is required.

Qualifications

• Customer service experience is a plus.
• Good attitude and skills with people.
• Ability to work in a fast-paced environment.
• Basic computer knowledge is required.

Responsibilities

• Handle inbound and outbound customer communications.
• Provide transaction updates and resolve issues.
• Conduct regular outreach to agents.
• Ensure smooth processing of transactions.

Skills

Fluency in Vietnamese

Fluency in English

Excellent communication skills

Problem-solving skills

Attention to detail

Multitasking

Education

High School Diploma or in progress

Job description

Viamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and 287,885 locations in 95 countries. At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing the highest quality financial services. We are always seeking experienced talent who embrace our core values of respect, innovation, integrity and impact.

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 elevate 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 be good 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.