As a Customer Experience Agent, you will play a vital role in supporting customers via email and live chat as part of a large, collaborative team. This role is focused on providing timely, professional, and accurate assistance across a range of enquiries, and all Group brands. You will be expected to gain a strong understanding of the business and its products, to deliver a consistently high level of service.

JOB DESCRIPTION

• Responding to customer enquiries (Live Chat & Email) in a prompt, courteous, and solutions-focused manner.
• Assisting customers in accordance with Quality Assurance framework and delivering a high level of customer satisfaction.
• Delivering productivity expectations and strong individual outputs.
• Managing enquiries from customers, internal departments, and other external partners.
• Resolving issues related to:
  • Order processing, fulfilment, and tracking.
  • Returns, exchanges, and faulty products.
  • Product details and stock availability.
  • Promotional campaigns and marketing offers.
  • Customer feedback and complaints handling.

REQUIREMENTS

• Basic understanding of Australian and New Zealand geography, and culture.
• Strong and efficient comprehension of customer communication.
• Excellent written communication skills with a strong command of English grammar, tone, and clarity.
• Strong attention to detail and the ability to accurately interpret and respond to customer queries.
• Proven problem-solving skills with the ability to think critically and empathetically.
• Ability to work efficiently in a high-volume environment while maintaining accuracy and professionalism.
• Tech-savvy with the ability to navigate multiple systems and enquiries simultaneously.
• A collaborative mindset with the ability to work as part of a large team with remote counterparts.
• Basic knowledge or willingness to learn about apparel and footwear products, sizing, and common customer concerns.

PREFERRED

• Previous experience in customer service, ideally in a BPO environment and supporting Australian clients.
• Familiarity with email support platform Zendesk (preferred), and ERP systems.

INTERVIEW PROCESS: 2–3 online rounds

JOB LOCATION: Fulltime office/hybrid/remote working

• Office location: IPC Tower, 1489 Nguyen Van Linh, Tan Hung Ward, HCMC (opposite SC Vivo City, District 7)

WHAT WE OFFER

• Competitive salary with 13th-month bonus
• 100% salary during probation
• Fully paid for Social Insurance & PVI Health Insurance, yearly health check
• Tech gear provided
• 12-15 days of annual leave
• Onsite training opportunities in Australia