Position: Customer Service Advisor – Frontline
Working Location: Office, No. 6 Thăng Long, Tân Bình District, Ho Chi Minh City
Contract: Full-time
Working time:

• Monday to Friday: 8:00 – 18:00
• Saturday: Depending on business requirements. If working on Saturday, the employee will be arranged 01 compensatory day off in the following working week.

Job Description

The Customer Service Advisor – Frontline is responsible for providing professional customer service support to customers through the hotline and other customer contact channels. This role supports customers with shipment-related inquiries, booking, tracking, service information, and issue resolution.

Key responsibilities include:

• Provide customer service support for booking, inquiráies, shipment status, tracking, customs requirements, transit time, and pricing.
• Accept and register bookings for Company's services.
• Respond to customers consistently and confidently with accurate information.
• Consult and support both local and foreign customers, ensuring a professional and positive customer experience.
• Handle customer inquiries with professionalism, empathy, and a customer-oriented mindset.
• Coordinate with Operations and other internal departments to resolve customer issues and queries quickly and efficiently.
• Support booking activities and connect with internal teams to provide timely solutions to customers.
• Offer suitable alternatives to customers when needed and identify opportunities to introduce Company's value-added services.
• Follow Company's global customer service procedures while maintaining flexibility within reasonable limits to meet customer needs.
• Highlight areas for improvement and suggest solutions to improve Company's procedures, technology, and service quality.

Assist supervisors, when required, in customer service orientation or training programs for new or existing customer service staff.

Requirements

• 2–3 years of Customer Service experience, preferably in the logistics industry.
• Experience in a Customer Contact Centre, Telesales, or service environment is an advantage.
• Diploma in Business or equivalent qualification is preferred.
• Must have good spoken English skills to consult and support foreign customers.
• Good communication skills in Vietnamese and English.
• Good booking skills and ability to coordinate with internal teams to handle and support customer requests.
• Strong customer service mindset with the ability to understand and respond to different customer needs.
• Professional, confident, patient, and empathetic when dealing with customers.
• Able to work well with internal departments to resolve customer issues effectively.
• Able to follow procedures while remaining flexible in customer handling within reasonable limits.

Salary & Benefits

• Monthly income: VND 13,000,000 – 15,000,000 gross.
• Full salary-based social insurance contribution.
• 13th month salary.
• Annual salary review.
• Periodic health check.
• 12 days of annual leave per year.
• Professional working environment in an international logistics company.
• Training and development opportunities in customer service operations and Company's service standards.