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

Customer support representatives are the frontline of your brand—resolving issues, answering questions, and building trust with every interaction. Excellent support drives loyalty, retention, and revenue. However, hiring and scaling local customer support teams can be costly and inefficient, especially when 24/7 coverage or multilingual support is required.

Vietnam has become a preferred offshore destination for high-quality customer service teams. THIENTU BPO helps companies build dedicated offshore customer support operations in Vietnam—equipped with skilled, English-speaking professionals, ready to integrate into your workflows and deliver outstanding service at scale.

What Is a Customer Support Representative?

A customer support representative (CSR) assists clients by resolving issues, answering inquiries, and ensuring a smooth user experience through various channels—phone, chat, email, or social media. CSRs manage tickets, provide product guidance, troubleshoot common problems, and escalate complex cases as needed. They play a vital role in maintaining customer satisfaction and brand reputation.

Why Hire Customer Support Reps in Vietnam?

Vietnam has become a leading destination for global outsourcing across a wide range of roles — from technical and creative to customer-facing and back-office functions. Here's why companies worldwide are choosing Vietnam:

• Skilled and Educated Workforce
  Vietnam offers a large pool of young, university-educated professionals who are adaptable and capable across industries.

• English Proficiency and Global Readiness
  Many professionals are fluent in English and familiar with Western work culture, ensuring smooth communication and collaboration.

• Cost-Effective Talent Solutions
  Vietnam offers highly skilled professionals at lower operational costs than traditional outsourcing markets like India and the Philippines.

• Supportive Business Environment
  The Vietnamese government actively supports the IT, BPO, and digital services sectors, making it easier to build and scale offshore teams.

• Time Zone Flexibility
  With working hours that overlap with APAC, Europe, and North America, Vietnam enables real-time collaboration across global teams.

Customer Support Roles You Can Hire

• Live Chat Support Agent

• Email and Ticketing Support Representative

• Phone-Based Customer Service Agent

• Tier 1 Technical Support Representative

• E-commerce Customer Service Specialist

• SaaS Customer Success Support Agent

What Your Offshore Customer Support Reps Can Support

• Respond to customer inquiries across phone, email, or chat

• Resolve product or service-related issues quickly and professionally

• Manage and update support tickets in CRM platforms

• Follow standardized scripts, escalation procedures, and knowledge bases

• Handle order tracking, refunds, and returns for e-commerce businesses

• Deliver excellent customer satisfaction through empathetic communication

Hire Customer Support Reps with the Right Skills

• Clear, fluent communication in English (verbal and written)

• Familiarity with tools like Zendesk, Freshdesk, Salesforce, or Intercom

• Strong problem-solving and active listening skills

• Ability to multitask in a fast-paced environment

• Friendly, empathetic, and customer-focused demeanor

• Availability for shift work, including weekends or holidays if needed

Salary Comparison Table: Vietnam vs USA vs Singapore

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 Reps 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.

Sample Job Description: Customer Support Representative

Key Responsibilities:

• Handle customer inquiries via phone, email, and chat with professionalism and empathy

• Provide information about products, services, and policies

• Troubleshoot issues and guide customers through solutions

• Record, track, and update support cases in CRM or ticketing systems

• Escalate complex or unresolved issues to higher-tier teams

• Ensure timely follow-up and resolution of customer requests

Essential Skills & Qualifications:

• Bachelor’s degree or relevant experience in customer service or communications

• 1–3 years in a customer support or call center environment

• Excellent verbal and written English communication skills

• Familiarity with helpdesk tools like Zendesk or Freshdesk

• Ability to stay calm and focused in high-pressure situations

• Strong organizational and time management abilities

FAQs

Can your customer support reps provide 24/7 coverage?

Yes. We can build teams with rotating shifts or assign agents based on your preferred time zones to ensure full or partial round-the-clock support.

How do you ensure quality service from offshore support teams?

We follow strict hiring criteria, provide soft skills and platform training, and implement quality monitoring and performance management systems.

What industries do your CSRs have experience in?

We provide customer support talent for e-commerce, SaaS, telecom, hospitality, healthcare, fintech, and more—customized to your sector’s needs.

Can we integrate offshore CSRs into our existing CRM or helpdesk platform?

Yes. Our staff are trained to work in client platforms like Zendesk, Salesforce, HubSpot, or custom systems, ensuring seamless integration.

How do you handle customer data security?

We are ISO/IEC 27001:2022 certified and enforce strict data privacy protocols. All employees work under NDAs with secure, monitored environments.

Ready to build a high-performance customer support team in Vietnam?
Partner with THIENTU BPO to hire reliable, cost-effective customer service reps—fully integrated, expertly managed, and ready to deliver exceptional customer experiences. Contact us today to schedule a consultation.