Customer Service Representative (CSR) – Night Shift

Job Summary:

• We are seeking a detail-oriented and customer-focused Customer Service Representative (CSR) to support a US-based logistics client during night shift hours.

• The CSR will serve as the primary point of contact for shipment tracking, order status updates, and issue resolution, ensuring smooth communication between customers, carriers, warehouses, and internal teams across time zones.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat regarding shipment status, delivery schedules, and order issues.

• Coordinate with US-based teams, carriers, and warehouse operations to resolve delays, discrepancies, or exceptions in real time.

• Process and track shipments using logistics/TMS (Transportation Management System) or WMS (Warehouse Management System) software.

• Document customer interactions, complaints, and resolutions accurately in the CRM system.

• Escalate complex or unresolved issues to the appropriate department or supervisor.

• Proactively communicate potential delays or disruptions to customers before they escalate.

• Maintain service level agreements (SLAs) for response time and resolution quality.

• Collaborate with cross-functional teams (dispatch, warehouse, billing) to ensure end-to-end customer satisfaction.

• Prepare shift-handover reports summarizing pending cases for the next team.

• Education

Yêu cầu công việc

• Education: Bachelor's degree (preferred, not always mandatory) in Business, Logistics, or related field.

• Experience: 1–3 years in customer service, preferably in logistics, freight forwarding, or supply chain.

• Language: Fluent English (spoken & written) — B2/C1 level or equivalent; TOEIC 700+ or similar preferred.

• Shift Availability: Willing and able to work fixed night shift aligned with US time zones.

• Technical Skills: Proficiency in MS Office/Excel; experience with CRM, TMS, or WMS systems is a plus.

• Soft Skills: Strong communication, problem-solving, patience, and multitasking abilities.

• Prior experience supporting a US or international logistics/freight client.

• Familiarity with Incoterms, customs documentation, or freight terminology.

• Experience working in a BPO or shared service environment.

Preferred Qualifications:

• Prior experience supporting a US or international logistics/freight client.

• Familiarity with Incoterms, customs documentation, or freight terminology.

• Experience working in a BPO or shared service environment.

What We Offer:

• Competitive night shift allowance/salary package.

• Health insurance and social insurance per Vietnamese labor law.

• Training on logistics processes and US client-specific tools.

• Career growth opportunities within a global logistics network.

• Transportation support or shuttle service for night shift (if applicable).

Job Information:

• Location: Ho Chi Minh City, Vietnam

• Working Hours: Night Shift, aligned with US business hours

• Expected Schedule: 8:00 PM – 5:00 AM ICT, with flexibility depending on US time zones (EST/PST)

• Employment Type: Full-time

• Industry: Logistics & Supply Chain

• Salary: VND 22,000,000 – 28,000,000/month, depending on experience and qualifications

• Final compensation: To be discussed during the interview based on your experience and capabilities.

Quyền lợi

• Thưởng: Competitive night shift allowance/salary package.
• Chăm sóc sức khoẻ: Health insurance and social insurance per Vietnamese labor law.
• Đào tạo: Training on logistics processes and US client-specific tools.
• Cơ hội du lịch: 1 NĂM 1 LẦN
• Xe đưa đón: Transportation support or shuttle service for night shift (if applicable).
• Khác: Career growth opportunities within a global logistics network.