Customer Service (USA, UK, AUS Market)

Shift Structure

This is a shift-based role within a 24/7 rotating roster, covering morning, day, and night shifts, which alternate approximately every two months to ensure fairness and prevent burnout. Flexibility and adaptability to different working hours are essential.

Shifts Overview

• Morning Shift (1:00 AM – 10:00 AM VN time)
  Supports: USA Afternoon/Night, UK Night, AU Morning
• Night Shift (5:00 PM – 2:00 AM VN time)
  Supports: USA Morning, UK Afternoon/Night, AU Night

Training & Work Mode

New hires will begin with on-site training at the office during the Day Shift in the initial onboarding period. After completing the training phase, team members will transition to a remote working arrangement from home, rotating between the Morning Shift and Night Shift according to the roster.

• Day Shift (9:00 AM – 6:00 PM VN time)
  Core training and onboarding period; ongoing daytime coverage

Staggered lunch breaks will be implemented to ensure continuous customer support coverage.

Key Responsibilities

• Respond to Customer Inquiries: Deliver timely and accurate responses via online channels (e.g., CRM, messaging platforms).
• Maintain Professionalism: Interact with customers courteously and professionally.
• Product Knowledge: Develop a working knowledge of our automotive products and services.
• Troubleshooting: Assist with product-related questions or technical concerns.
• Recordkeeping: Maintain detailed and organised records of all customer interactions.
• Collaboration: Share insights and support across team members and shifts.
• Training Participation: Attend structured training to align with our service standards and shift requirements.

• Excellent written English: Critical for customer communication.
• Typing Speed: Minimum of 40 words per minute (WPM).
• Automotive Knowledge (Desirable): Experience with suspension and mechanical components.
• Customer Service Experience: Proven success in online support environments.
• Strong Problem-Solving Skills: Ability to assess and resolve issues independently.
• CRM Experience: Familiarity with Freshdesk/Freshsales is beneficial.
• Team-Oriented & Self-Motivated: Ability to thrive in both team and solo environments.
• Flexible & Resilient: Capable of adapting to shifting rosters and maintaining performance.