Bilingual Customer Support (English + Vietnamese) – Vegan E-Commerce Project

Callnovo is a leading global BPO (Business Process Outsourcing) company, specializing in multilingual customer support, technical support, and back-office solutions. We partner with top brands worldwide to deliver exceptional customer experiences across industries, including e-commerce, healthcare, and sustainable consumer goods.

This role is for a dedicated project supporting a fast-growing vegan e-commerce brand based in the U.S.

Job Description

We’re hiring a Bilingual Customer Support Representative (English + Vietnamese) to provide remote customer service for a vegan e-commerce project. You’ll handle order confirmations, inquiries, complaints, and upsell opportunities while ensuring a seamless customer experience.

Key Responsibilities:

✅ Customer Support & Order Management

• Respond to customer inquiries via email, live chat, and phone in English and Vietnamese.

• Verify order details, shipping addresses, and payment information.

• Resolve complaints, returns, and refund requests with professionalism.

✅ Upselling & Customer Retention

• Identify cross-sell/upsell opportunities (e.g., promotions, subscriptions).

• Educate customers about vegan products and sustainability initiatives.

✅ Escalation & Reporting

• Escalate unresolved issues to senior support or project managers.

Log interactions in CRM systems (e.g., Zendesk, Shopify).

Requirements

✔ Language: Fluent English (B2+ level) + Native Vietnamese (written & spoken).
✔ Experience: 1+ year in customer service (e-commerce, retail, or BPO preferred).
✔ Skills:

• Excellent communication, problem-solving, and multitasking abilities.

• Familiarity with CRM tools, live chat, and email support.

• Comfortable working night shifts (Vietnam timezone).

✔ Mindset: Reliable, empathetic, and sales-driven.