We're looking for a customer-oriented Customer Service Specialist (English/Japanese/Korean/Mandarin/Cantonese) to support our clients with excellent customer service while managing high-severity issues. You'll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you'll act as liaison between end-user customers and our client's representatives to ensure quality resolutions are achieved.
Accelerating Progress. Securing Futures.
At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today's complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.
RESPONSIBILITIES:
Resolution Customer
• Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience.
• Effective end-to-end escalation management, driving fast and accurate resolutions for our customers.
• Leads strategic projects designed to improve resolution times, customer satisfaction and increase efficiency.
• Set and manage support expectations with customers.
Escalation Handling
• Drive high-risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders.
• Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders.
Process Improvement
• Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers.
• Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.

QUALIFICATIONS
• Bachelor's degree in technology, business, or equivalent field.
• 2+ years of customer service, technology industry, or related experience is preferred
• Excellent relationship management, customer service and communication skills in variety
of forms (written, live chat, conference calls, in-person.)
• Strong written and verbal communication skills in English or bilingual in English and one of the following languages Japanese/Korean/Mandarin/Cantonese
• Understanding of reactive case lifecycle and troubleshooting methodology.
• Strong judgment, decision making skills, and ability to work under continual deadline pressure.
• Excellent at multi-tasking, task prioritization and time management.
• Collaborative team player with strong stakeholder management skills.
BENEFITS
• Competitive salary package
• Full salary provided during the 3-months OJT period
• Full salary coverage for social insurance and premium PTI health insurance
• Immersive global environment with daily English practice
• Flexible working hours, focus on performance & work efficiency
• Top-notch office space meeting international standards, featuring a Sky Garden for internal events, complimentary tea and coffee in the pantry, and leisure sports options like table tennis and foosball
Contacts:
• Location: Lotte Center, Ba Dinh, Hanoi
• Website: Homepage - TeKnowledge
• Linkedin: TeKnowledge: Posts | LinkedIn