Customer Service Associate

Key responsibilities

• Handle 50 to 80 customer interactions per shift across voice, chat, email, SMS and social channels depending on the assigned client program
• Resolve customer inquiries at first contact wherever possible, targeting a First Contact Resolution (FCR) rate of 75% or higher
• Maintain Customer Satisfaction (CSAT) scores of 90% or higher across all interactions and channels
• Meet or exceed Average Handle Time (AHT) targets specific to each client program, typically ranging from 4 to 8 minutes per interaction
• Document every customer interaction accurately and completely in the client CRM system (Zendesk, Salesforce Service Cloud, Freshdesk, HubSpot, Intercom, Kustomer, Gorgias or client proprietary tools)
• Escalate complex or high-severity issues to Team Leaders or Tier 2 specialists following documented escalation protocols and evidence preservation standards
• Follow client-specific brand voice guidelines, tone standards and prohibited language policies at all times during customer contact
• Communicate fluently in both English and Vietnamese, code-switching naturally depending on customer preference and context
• Support Vietnamese customers in Vietnamese with cultural sensitivity, including formal register (Anh/Chị) and appropriate register per customer segment
• Support US, UK, Australian, Canadian and other English-speaking customers with a neutral or accent-trained English delivery
• Handle refund requests, order modifications, subscription changes, billing disputes and account-related transactions within client-approved discretionary limits
• Process customer information updates including address changes, payment method updates, contact preferences and KYC verification steps in compliance with PDPD and other applicable data privacy regulations
• Support live-stream, transaction, booking and appointment-based workflows depending on assigned client vertical
• Handle sensitive customer situations including cancellations, refunds, complaints and service failures with empathy and de-escalation techniques
• Follow all data privacy, information security and confidentiality protocols including PDPD (Decree 13/2023/ND-CP) compliance, HIPAA where applicable, GDPR for European clients, and client-specific data handling requirements
• Participate in daily huddles, weekly team meetings, monthly QBRs and quarterly all-hands sessions
• Attend and complete all mandatory training including new hire onboarding (typically 2 to 4 weeks), refresher sessions, policy updates and client-specific certifications
• Meet or exceed schedule adherence targets of 95% or higher, including punctuality, break adherence and shift attendance
• Complete post-interaction wrap-up notes within Average After Call Work (ACW) targets, typically 60 to 90 seconds
• Actively participate in quality calibration sessions with QA Analysts and Team Leaders to align on interaction handling standards
• Suggest process improvements and knowledge base updates based on recurring customer issues or workflow inefficiencies
• Maintain workstation cleanliness, adhere to clean-desk policy for information security and comply with all onsite health and safety protocols
• Support peak season surge coverage during Tet, Vietnamese national holidays, Q4 retail seasons for international clients, and event-driven volume spikes with overtime opportunities
• Represent Corpshore Vietnam professionally in all client interactions, including client site visits, video conferences and joint customer calls

Required qualifications

• At least 6 months of contact centre or customer service experience in a BPO, in-house call centre or retail customer-facing environment
• Bilingual fluency in English and Vietnamese with the ability to switch between languages based on customer preference
• English proficiency at B2 or higher (CEFR), with clear pronunciation, natural intonation and business-appropriate vocabulary
• Native or near-native Vietnamese proficiency including formal register (Anh/Chị) and appropriate business usage
• High school diploma required · college undergraduate or graduate strongly preferred
• Ability to type at least 40 words per minute with 95% accuracy in both English and Vietnamese (Telex or VNI input method)
• Comfort working in a Windows-based operating environment with multiple concurrent applications
• Willingness and ability to work rotating shifts including nights, weekends, Vietnamese public holidays and US/UK holidays as required
• Willingness to work fully onsite at the assigned Corpshore Vietnam delivery centre (Ho Chi Minh City or Hanoi)
• Ability to sit and use a headset and computer workstation for extended periods within legally-mandated break structures
• Basic mathematical and analytical reasoning for handling billing, refund and transaction workflows
• Legal right to work in Vietnam and valid Vietnamese ID (CCCD) or valid work permit for pre-employment requirements

Preferred qualifications

• College graduate with a Bachelor's degree in English Language, Communication, Business Administration, Psychology, IT or a related field
• Prior experience with major CRM platforms including Zendesk, Salesforce, Freshdesk, HubSpot, Intercom or Kustomer
• Experience in a specific vertical relevant to our client base: e-commerce, SaaS, healthcare, fintech, insurance, hospitality, gaming or EdTech
• Experience with omnichannel platforms handling voice, chat, email and social within a single interface
• Prior COPC, ITIL or Six Sigma exposure or certification
• Certifications in customer service excellence (COPC-certified CSP, HDI, ICMI)
• Familiarity with dialer platforms (Genesys Cloud, Five9, NICE inContact, Cisco UCCX, Avaya, Talkdesk or Vonage)
• Sales, upselling or cross-selling experience for programs with revenue-generating components
• Experience handling escalations, retention conversations or complex refund and billing disputes
• Additional language capability beyond English and Vietnamese (Japanese, Korean, Mandarin, French, Bahasa Indonesian or Thai)
• IELTS 6.5+, TOEIC 750+, TOEFL iBT 90+ or equivalent English certification