Customer Service

Background & Purpose of the Job

Customer Service is a critical part of our mission to deliver timely, accurate and professional customer service to all Kallos customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with customers primarily through mail, chat and phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.

Who You Are & What You’ll Do

It is a ‘Work from Home’ model for Vietnam. CS associates are expected to work from a home location approved by Kallos for all scheduled hours. It is the responsibility of the associates to ensure uninterrupted internet connectivity and ‘work-like’ environment at home location so that associates can deliver their best in terms of productivity and quality.

You will receive 6 weeks of mandated online training, either trainer-led or group-based, which will allow you to meet your new team virtually and learn together on how to offer the best customer service experience.

What You’ll Need to Succeed

1. Action oriented, self-disciplined and organized.
2. Effective time management skills and ability to prioritize work time to ensure productivity and department standards.
3. Ability to communicate clearly with both internal and external customers.
4. Good comprehension skills - ability to clearly understand and address customer issues appropriately.
5. Good composition skills - ability to compose grammatically correct, concise, and accurate written responses.
6. Ability to use a desktop/Laptop computer system, Familiarity with Windows 11, Outlook, and Microsoft Edge.
7. Good typing skills.

Preferred Criteria

• Should be self-driven, motivated and task driven individual who can learn fast and operate with minimal support from Manager and Lead.
• Should ensure uninterrupted internet connectivity during working shift so as to ensure maximum productivity.
• Should ensure ‘Work-like’ environment with no disturbance during the work hours.

The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.

Customer Focus

• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment.
• Ability to empathize with and prioritize customer needs.
• Demonstrates interpersonal skills with a diverse customer base.
• Demonstrates conflict resolution, negotiation, and de-escalation skills.
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary.
• Ability to determine customer needs and provide appropriate solutions.
• Maintain regular and reliable attendance, including the daily schedule as assigned.
• Flexible with the working schedule; may be expected to work weekends, holidays and events.
• Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season.

Problem Solving Skills

• Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned.
• Ability to approach problems logically and rationally.
• Action oriented and self-disciplined.
• Organized and detail-oriented.
• Ability to quickly and effectively prioritize work time in various departments to meet business need.
• Ability to maintain composure in highly escalated situations.

Recruitment scams & fraud warning

We will never ask for the exchange of money or credit card details in the Recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior individuals at Kallos Vietnam. If in doubt, please ignore the message.