Customer Support Agent

Gear Inc; Ops (ND); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Night shift allowance

Premium Healthcare

Annual leave 12 days

In-house gym and game room

Laptop provided

Training and career development

Job summary

Gear Inc is seeking Customer Support Agents for a full-time night shift to handle email support and global customer queries. The role involves answering questions, troubleshooting, and escalating issues as needed, with a focus on timely, high-quality service.

Candidates should demonstrate excellent English writing, strong customer service skills, and the ability to build trust with customers across channels.

Qualifications

• Proficiency with MS Office and Google applications.
• Strong written English for email responses.
• Excellent interpersonal skills and attention to detail.
• Ability to work independently and in a team.

Responsibilities

• Build sustainable relationships and trust with customers via email/chat or other channels.
• Identify and assess customer needs to achieve satisfaction.
• Provide accurate information using the right tools.
• Handle complaints with appropriate solutions and follow-up for resolution.
• Meet personal/teams targets and contribute to a positive culture.
• Keep records of issues for escalation and analysis.
• Follow communication procedures, guidelines, and policies.
• Collaborate with managers on customer feedback.

Skills

MS Office

Google Apps

Interpersonal skills

Attention to detail

Teamwork

Freshmen friendly

Adaptability

Tools

Smartphone/mobile apps

Job description

We're seeking some Customer Support Agents Full-time (Night Shift Required) to assist in providing email customer support and customer queries from around the world.

Successful candidates will join our team to assist in answering questions, troubleshooting, replicating customer experiences, and escalating queries when required. Agents should be capable of providing answers to both simple and complicated questions in a timely manner.
The position demands an excellent standard of customer service, good English writing skills, and a high level of customer satisfaction.

• Build sustainable relationships and trust with customer accounts through open and interactive communication via email/chat or other support channels;
• Identify and assess customer's needs to achieve satisfaction;
• Provide accurate, valid and complete information by using the right methods/tools;
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution;
• Meet personal/teams targets;
• Keep records of issues/problems for further investigation from functional teams;
• Follow communication procedures, guidelines, and policies;
• Work with managers on customer feedback.

Requirements

• Good computer skills (familiar with MS Office & Google applications);
• Familiar with smartphone/ mobile device/mobile applications;
• Excellent interpersonal skills;
• Attention to detail and desire to learn;
• High sense of responsibility and enthusiasm;
• Ability to work independently and in a team;
• Flexible, adaptable to new changes;
• Freshmen are preferable.

1. Salary and Benefits

• Attractive salary with night shift allowance;
• Attractive bonus and benefits and annual salary review;
• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
• Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
• Summer vacation (Paid days off and bonus);
• Paid leave (12 days/year).
• International, fun, and professional working environment: Working closely with both experienced Vietnamese and foreign experts;
• Laptop/computer and other equipment is provided.
• Training and career development opportunities;
• Free in-house gym and game room for everyone. We love board games, video games, PS5;

Working time

- Operating hours: Monday through Sunday.

- Work in a maximum of 40 hours per week (5 shift/week with at least 1 night shift)