Vietnamese–English Bilingual Technical Customer Support Representative

Welsend Global Services Inc.; Taguig; On-site; PHP 300,000 - 480,000; Full time

Job summary

Welsend Global Services Inc. is seeking a bilingual support agent to handle technical customer inquiries in Vietnamese and English.

The role focuses on timely, accurate communication and documented troubleshooting steps using approved knowledge bases and SOPs. The candidate will manage multiple chat and email conversations, escalate complex issues per procedures, and strive to meet KPIs and quality targets.

Qualifications

• At least 6 months of customer service experience; BPO experience preferred.
• Fluent in Vietnamese and English with strong written and verbal communication.
• Adequate multitasking and time management to handle multiple chats and emails.

Responsibilities

• Handle technical customer concerns and inquiries through chat and email in Vietnamese and English.
• Provide accurate troubleshooting steps based on approved knowledge bases and SOPs.
• Communicate technical information clearly to help customers understand issues and follow instructions.
• Manage multiple conversations efficiently while maintaining service quality and customer satisfaction.
• Escalate complex issues following escalation procedures and meet KPIs and productivity targets.

Skills

Vietnamese language

English language

Customer service

Job description

About the role

Handle technical customer concerns and inquiries through chat and email in both Vietnamese and English, ensuring professional, timely, and accurate communication. Provide accurate troubleshooting steps and resolutions based on approved knowledge bases, standard operating procedures, product documentation, and troubleshooting guides.

Key responsibilities

• Handle technical customer concerns and inquiries through chat and email in both Vietnamese and English, ensuring professional, timely, and accurate communication
• Provide accurate troubleshooting steps and resolutions based on approved knowledge bases (KBs), standard operating procedures (SOPs), product documentation, and troubleshooting guides
• Communicate technical information clearly in Vietnamese and English to help customers understand issues and follow troubleshooting instructions
• Manage multiple chat conversations and email inquiries efficiently while maintaining service quality, accuracy, and customer satisfaction
• Escalate complex technical issues to the appropriate team when necessary and follow established escalation procedures
• Meet established account-specific key performance indicators (KPIs), quality standards, and productivity targets

About you

• At least 6 months of customer service experience; BPO experience is preferred
• Fluent in both Vietnamese and English, with strong written and verbal communication skills in both languages
• Strong multitasking, prioritization, and time management skills
• Good problem-solving and analytical skills, with the ability to follow technical troubleshooting procedures
• Ability to communicate technical information clearly and professionally through written channels

Work Setup:

Willing to work in McKinley, Taguig City (office-based)

Full time position, Dayshift, Midshift and Nightshift (Shift Schedule)

Flexibility to work various shifts, including evenings, weekends, and holidays.

Can Start ASAP