Viamericas17d ago

Customer Service Representative-Bilingual Vietnamese

PhilippinesFull-Time Exemptmid

Customer SupportCustomer Support SpecialistCustomer Service RepresentativeCustomer

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Quick Summary

Key Responsibilities

Read, acknowledge, and comply with Viamericas Staff Information Security Policy via the Information Security training portal. This should be done within 30 days of hire and repeated annually.

Requirements Summary

Read, acknowledge, and comply with Viamericas Staff Information Security Policy via the Information Security training portal. This should be done within 30 days of hire and repeated annually.

Technical Tools

Customer SupportCustomer Support SpecialistCustomer Service RepresentativeCustomer

Viamericas is a #1 ranked and licensed money transmitter offering international money transfer, bill payment, check processing and a variety of other services at thousands of agent locations across the United States, and 287,885 locations in 95 countries. At Viamericas, our ultimate objective is to help immigrants succeed and improve their lives by providing the highest quality financial services. We are always seeking TOP TALENT – experienced individuals who embrace our core values of respect, innovation, integrity and impact.

The Bilingual Vietnamese Customer Service Representative is responsible for delivering high-quality, timely, and professional support to customers, agents, and partners across Viamericas communication channels. This role involves handling inbound and outbound inquiries via phone, email, chat, and SMS in Vietnamese and English, ensuring accurate transaction processing, issue resolution, and customer satisfaction. The representative will utilize internal systems to document interactions, monitor transaction activity, and support operational efficiency while maintaining compliance with company policies and service standards.

Customer Service & Transaction Support

Handle inbound and outbound calls, emails, and chat inquiries from customers and agents
Provide transaction status updates and resolve issues (delays, errors, cancellations, refunds)
Monitor pending or problematic transactions and ensure timely resolution
Maintain accurate documentation in CRM systems

Agent Support & Relationship Management

Conduct regular outreach to agents for support, updates, and engagement
Assist with onboarding and day-to-day operational needs of agents
Follow up on inactive agents and support initiatives to drive transaction growth
Coordinate and escalate agent concerns to the appropriate teams

Operational Support

Ensure smooth processing of transactions and coordinate with internal teams as needed
Support Business Development on agent-related requirements

Compliance (Cross-Training Scope)

Follow basic compliance procedures and assist in handling transactions under review
Support documentation requirements when needed

Responsibilities

~1 min read

Read, acknowledge, and comply with Viamericas Staff Information Security Policy via the Information Security training portal. This should be done within 30 days of hire and repeated annually.
Attend periodic Information Security training provided by Viamericas.
Report any event that might be an Information Security Incident: clicked on a malicious link, downloaded, and opened a suspicious file, etc.

Fluency in Vietnamese and English (spoken and written) required
Have a good attitude and good dealing with people
Previous customer service or call center experience is a plus
Excellent communication and writing skills
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Strong attention to detail and problem-solving skills
Basic Computer knowledge
High School Diploma or in the process of obtaining one
Ability to work on a flexible schedule

This position is carried out in a normal office environment with a hybrid work schedule. It requires the use of office equipment like computers, telephones, photocopiers, filing cabinets, and fax machines among others.