Tuyển dụng Customer Support Specialist English&chinese tại Hà Nội

A. Role overview

We’re looking for a customer-oriented Customer Support Specialist 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.

Responsibilities

The Microsoft Dynamics team provides support for top-of-the-line business applications from Microsoft, their partners, and their customers around the globe, including Dynamics 365 Operations, Dynamics 365 Business Central (ERP), Dynamics 365 Customer Engagement (CRM), and Microsoft Power Apps and Flows, a next-generation software integration/automation. Customer Support Specialist work directly with customers on cases, maintaining communication via phone, email, and remote support screensharing. To resolve issues quickly, you will collaborate with peers, technical leads, high-level Microsoft engineering teams, and other product teams.

This role will:

- Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.

- Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.

- Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.

- Collaborate with cross-functional teams to ensure timely and accurate issue resolution.

- Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.

- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

* Workhours: 8 hours/day, 5 days/ week

Yêu cầu công việc

- Around 1 year of experience in customer service, customer support, or technical support preferred.

- Proficiency in both written and spoken English (or both English and Chinese)

- Some higher-level education preferred.

- Good at soft skills.

Quyền lợi

• Thưởng: Quarterly and year-end Performance bonus/KPI bonus
• Chăm sóc sức khoẻ: Insurance contributions based on 100% of salary
  Premium health insurance
  Annual health check-up at major hospitals
• Hoạt động nhóm: Participate in many exciting internal events: Book Exchange Day, Tek Experts Family Day, Tek Experts Summer Trip, Tek League Football Tournament, Tek Experts Table Tennis Tournament, Year-End Party, etc.
• Khác: Receive 100% salary during On Job Training
  Work 100% with international clients, fully communicating in English (or additional language)
  Young colleagues from various countries, offering a truly multicultural experience