Senior Agent, CS (Vietnamese Speaker)

Job Responsibilities * To handle all inquiries/issues from global customers on multiple channel including email, chat, voice and social media * To identify areas for service and procedural improvement and make recommendations to the Assistant Manager/Manager and Supervisor. * To participate fully in the team, taking part in regular team meetings, buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager /Manager/Supervisor. * To escalate any queries or unresolved issues to Level 2/Supervisors and as advised by the operations management, which cannot be completed within the agreed procedures. * To handle all inquiries/issues from global customers. * To handle complaints and feedback related to websites, products, platforms, and services, etc. Better to have 1. Strong people skills: Ability to navigate difficult situations and stay calm under pressure. 2. Solutions mindset: passion to find the right solution for Customer, and resolve the issue overcoming obstacles; good cost-efficient decision making. 3. Excellent time management: ability to multi-task to solve issue for Customers, while managing time. 4. Polished delivery: ability to communicate in a structured and professional manner. 5. Quick learner: ability to ramp up quickly and act on feedback constructively. 6. Ability to multi-task while effectively communicating global Customers, team members and operations management in KL and overseas in BJ. Job Requirements * Excellent command of spoken and written English and Vietnamese as the role requires the candidate to deal with clients from Oversea. * Strong customer service skills, highly motivated team-player. * Basic knowledge of digital asset exchange/trading. * Demonstrated ability to motivate others and achieve results. * Fast typing skills (at least 40 words per minute). * Basic computer knowledge: MS Office, MS Outlook and Internet Explorer and others applications. * Call center customer service-related work experience is preferred. * Willing to work on shift rotation * Education Level : Degree and above, related to any major. * Willing to work in Tun Razak Exchange (walking distance to MRT TRX)