Vietnamese Customer Support Advisor

Concentrix; Quezon City; On-site; PHP 312,000 - 402,000; Full time

Job summary

Concentrix is hiring a Customer Service Advisor - Vietnamese (2026) in Quezon City, Philippines. You will be the frontline contact handling consumer inquiries, resolving issues, and logging every interaction in our CRM according to scripts and policies.

This full-time role requires shift work and strong communication, problem solving, and customer satisfaction focus. You will support multiple channels and escalate when needed to deliver quality service for leading brands.

Responsibilities

• 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 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.

Job description

Concentrix is hiring a Customer Service Advisor - Vietnamese (2026) in Quezon City, Philippines. You will be the frontline contact handling consumer inquiries, resolving issues, and logging every interaction in our CRM according to scripts and policies.

This full-time role requires shift work and strong communication, problem solving, and customer satisfaction focus. You will support multiple channels and escalate when needed to deliver quality service for leading brands.