Gear Inc. (previously known as Sixth Gear Studios) is an American owned and operated business process outsourcing company located in Hanoi, Vietnam. We provide industry-leading image moderation, social media management, IT consulting, application development, game development, and outsourcing services.

We’re seeking Customer Support Agents (CS Agents - Part-time) who will be responsible for responding to emails and customer queries from around the world.

Successful candidates will join our team to assist in answering questions, troubleshooting, replicating customer experiences, and escalating queries when required. Agents should be capable of providing answers to both simple and complicated questions in a timely manner.

The position demands an excellent standard of customer service, excellent English writing skills, and a high level of customer satisfaction.

Expectations:

• Build sustainable relationships and trust with customer accounts through open and interactive communication via email/chat or other support channels.
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Meet personal/team’s targets
• Keep records of issues/problem for further investigation from functional teams
• Follow communication procedures, guidelines and policies
• Work with managers on the customer feedback

Qualifications:

• Excellent English communication skills.
• Good computer skills (familiar with MS Office & Google applications).
• Experience in customer service.
• Excellent interpersonal skills.
• Attention to details and desire to learn
• High sense of responsibility and enthusiasm.
• Ability to work independently and in a team.
• Flexible, adaptable to new changes.
• Familiar with smartphone/ mobile device/mobile applications
• Experience in device/application troubleshooting is highly preferable.

Work time:

• Operating hours: Monday through Sunday.
• Maybe required to work all Vietnamese Holidays.
• Able to work on weekends is preferred.
• Will be required to work in a certain number of hours per week
  • Minimum: 20 hours/ week
  • Maximum 28 hours/ week

Benefits:

• Attractive salaries and benefits
• International, fun and professional working environment.
• An open and honest culture where people are valued, treated fairly and trusted and empowered.
• Flexible working hours.
• Social, medical and unemployment insurance.
• Annual health check, annual flu vaccination.
• Free gym, Games (VR, PS4, Wii-U,...); in-house classes: Yoga, BJJ, Zumba, Kick - Boxing.
• Flexible working hours.
• Salary range: Negotiable.

All interested candidates are welcome to apply. Please send your cover letter and resume (in English) expressing your interest to us at [email protected]  or [email protected] 

Subject: [GI-1217] Customer Support - Fullname