Hire Customer Support Agents in Vietnam | Offshore Staffing by THIENTU BPO

Accurate, empathetic customer support is essential for building trust and loyalty across global markets. Whether you're managing email, chat, voice, or social support, your frontline team needs both efficiency and skill.

THIENTU BPO helps you hire experienced customer support agents in Vietnam as dedicated offshore team members—embedded in your workflows, reporting directly to your leadership, and aligned with your customer success goals.

What Is a Customer Support Agent?

A customer support agent handles customer inquiries, complaints, and operational issues via phone, chat, email, or social channels. Through problem-solving, product knowledge, and communication skills, they help maintain customer satisfaction, reduce churn, and drive loyalty.

As offshore staff hired through THIENTU BPO, these agents are part of your internal teams—working under your direction and within your processes—not external vendors.

Why Hire Customer Support Agents in Vietnam?

Vietnam has quickly become a premier destination for offshore customer support:

• Multilingual talent fluent in English and major languages

• 40–70% cost savings compared to U.S.-based agents

• Shared time zones for smoother collaboration

• Proven global experience across tech, e-commerce, and SaaS

• Flexible hiring options: part-time, full-time, or team-based

Customer Support Agent Roles You Can Hire Through THIENTU BPO

• Inbound phone agents

• Live chat & email support staff

• Multilingual support (English, Korean, Japanese)

• Technical troubleshooting agents

• E-commerce order & returns support

• B2B account support assistants

• Tier‑1 knowledge base contributors

These professionals work within your internal CRM and ticketing systems, fully aligned with your SOPs.

What Your Offshore Customer Support Agents Can Do

• Handle customer inquiries across voice, chat, and email

• Manage tickets in systems like Zendesk, Freshdesk

• Escalate and collaborate on technical or fulfillment issues

• Process orders, refunds, and shipping queries

• Support marketing campaigns via customer touchpoints

• Develop FAQs and internal knowledge documentation

• Monitor customer sentiment and feedback for continuous improvement

Hire Customer Support Agents with the Right Skills

Technical & Product Skills

• Strong verbal and written English

• CRM/ticketing proficiency (Zendesk, Intercom)

• Basic troubleshooting for account, product, and order issues

Process & Compliance

• SLA and escalation knowledge

• Data security and confidentiality compliance (GDPR, PCI DSS)

Soft Skills

• Active listening and empathy

• Calmness under pressure

• Team collaboration across time zones

Customer Support Salary Comparison: Vietnam vs USA

How THIENTU's Proven Hiring Process Works

We make it easy to hire top remote talent through a structured, fast-tracked process that works across all roles and markets:

1. Define Your Needs
Specify the role, skill set, industry focus, language or technical requirements, and timeline—so we can tailor the search from day one.

2. Review Qualified Candidates
Receive a curated shortlist of pre-vetted candidates in just 5–7 business days, carefully selected to meet your defined criteria.

3. Interview & Select
Evaluate candidates through interviews or test projects. We support you in making confident hiring decisions based on proven qualifications.

4. Launch with Support
We handle onboarding, secure access, compliance, and performance tracking—ensuring a seamless start and ongoing success.

Why Hire Customer Support Agent in Vietnam with THIENTU BPO

• Award-Winning Excellence: Proud recipient of the Samsung Top Global Performance Award for Call Chat NPS in Customer Contact Center, reflecting our commitment to outstanding service quality and client satisfaction.

• Experienced Team: Extensive expertise in quickly establishing and integrating offshore teams tailored to client-specific needs.

• Quality and Security: Certified with ISO/IEC 27001:2022 (Information Security) and ISO 9001:2015 (Quality Management), ensuring reliable and secure staffing solutions.

• Comprehensive Support: Full administrative, HR, payroll, and IT infrastructure support, enabling you to focus solely on strategic management.

• Rapid Implementation: Proven ability to recruit and onboard dedicated teams in record time.

• Flexible and Scalable Solutions: Adaptable staffing models that can scale seamlessly with your business growth.

• Transparent SLAs: We commit to clear service-level agreements ensuring accountability and consistent delivery.

Customer Support Agent Job Description (Sample)

Responsibilities:

• Respond via phone, chat, email

• Troubleshoot product, order, account issues

• Escalate per SLA and collaborate internally

• Document cases with accuracy

• Analyze trends and contribute feedback

Requirements:

• 1+ year in support or helpdesk

• Strong verbal & written English

• CRM experience (Zendesk, Intercom, Salesforce)

• Problem-solving and communication skills

• Flexibility with scheduling for global team

• Diploma preferred

Frequently Asked Questions

Do you offer customer support services directly?

Yes — depending on your needs, we can either help you hire dedicated offshore agents (staffing), or provide managed customer support as an outsourced service.

What support channels can offshore agents handle?

Offshore agents can support live chat, email, phone, or social media — depending on your requirements.

Can we manage the agents directly?

Absolutely. If you prefer a staffing model, you manage your dedicated agents directly. In an outsourcing setup, we manage performance and KPIs on your behalf.

How do you ensure quality and language fluency?

We screen for excellent communication skills, regional language alignment, and prior support experience. We also support ongoing training and performance monitoring.

Do you support 24/7 coverage?

Yes. Whether through dedicated staffing or an outsourced model, we can help you achieve full time zone and shift coverage.

Get Started Today

Decrease support costs while elevating customer experience. Contact us today to hire qualified customer support agents in Vietnam through THIENTU BPO.