Job description
Foundever is a global leader in the customer experience (CX) industry, dedicated to delivering exceptional service and innovative solutions for brands worldwide. We are seeking a Vietnamese bilingual Customer Service Representative to join our growing team in Pasig City, Metro Manila. In this role you will be the main point of contact for Vietnamese-speaking customers, providing friendly, accurate, and timely assistance across phone, chat, and email channels. If you are fluent in Vietnamese and English, customer-focused, and enjoy solving problems, this is a great place to grow your career in a dynamic, supportive environment.
As a member of our CX family, you will help customers navigate product information, resolve issues, and ensure a positive experience that reflects Foundever’s high standards. You will collaborate with cross-functional teams to resolve complex inquiries and contribute to ongoing process improvements that enhance customer satisfaction. This full-time position offers competitive compensation, comprehensive training, and clear opportunities for advancement within a global organization.
Join us to leverage your language skills, develop as a customer service professional, and make a real impact on customers and brands in the Philippines and beyond.
Responsibility
- Provide Vietnamese and English bilingual customer support via phone, chat, and email with a friendly, professional approach.
- Diagnose and resolve product and service issues, delivering accurate information and practical solutions.
- Document all customer interactions in the CRM, updating case notes and statuses promptly.
- Meet or exceed performance metrics such as CSAT, first contact resolution, and adherence to service levels.
- Escalate complex or high-priority issues to the appropriate teams with clear context and documentation.
- Collaborate with cross-functional groups to improve processes and enhance the overall customer experience.
- Identify opportunities to assist customers, including upsell or cross-sell where appropriate and policy-compliant.
- Adhere to data privacy, security policies, and workplace guidelines at all times.
Qualification
- Fluency in Vietnamese and English (spoken and written) with excellent communication skills.
- 1+ year of experience in customer service, call center, or related roles.
- Strong problem-solving abilities and a customer-first mindset.
- Proficiency with CRM software and ticketing systems; comfortable with computer-based workflows.
- Ability to multitask, manage time effectively, and stay organized in a fast-paced environment.
- Positive attitude, resilience, and a collaborative team player attitude.
- High school diploma required; bachelor’s degree or relevant certifications preferred.