Analyst, Customer Issue Resolution (Vietnamese) SIBG (Customer Service)

Location: On-site at the hirify.global Global Service Center in Taguig, Philippines

Company

hirify.global develops innovative products and solutions across diverse industries, with a focus on collaboration, ethical standards, safety, and continuous improvement.

What you will do

• Manage end-to-end Customer Issue Resolution activities, including complaint management, credit, and collections.
• Receive, analyze, investigate, document, and resolve customer complaints while coordinating with quality, operations, customer service, sales, and finance teams.
• Monitor overdue customer accounts, conduct collection activities, resolve billing disputes, negotiate payment arrangements, and support accounts receivable processes.
• Identify root causes, recurring issues, account discrepancies, and escalation needs; recommend holds or external collection actions when required.
• Prepare complaint summaries, aging reports, operational reports, and actionable information for internal stakeholders.
• Support process-improvement initiatives, participate in department teams, and may train new employees on CIR and related processes.

Requirements

• A Bachelor-level university or college degree is generally required.
• At least 2 years of experience in Customer Issue Resolution, billing, credit, or collections.
• Working knowledge of theories and practices in at least one Customer Service discipline, such as account management, customer issue resolution, customer inquiry support, or customer service analytics.
• High proficiency in Vietnamese, including reading, writing, speaking, and listening.
• Ability to communicate in spoken and written English.
• Ability to coordinate tasks, handle ambiguity, manage multiple concurrent projects and timelines, and work independently toward targets and objectives.
• Detail-oriented, comfortable with operational processes, analytical, collaborative, and a fast learner.
• Experience working with diverse organizations, countries, and business or functional processes.
• Knowledge and use of Excel and Microsoft Office; willingness to remain current with required training and certifications.
• Salesforce experience.

Culture & Benefits

• Customer-facing role with direct interaction with external customers, quality teams, internal hirify.global clients, and cross-functional partners.
• Work independently while receiving guidance from senior coworkers, supervisors, and management on difficult or unusual situations.
• Work according to agreed Service Level Agreements and comply with corporate policies, professional and quality standards, and hirify.global values.
• Participate in corporate initiatives and contribute to a strong Environmental Health and Safety culture.

Hiring process

• Provide education and work history either by uploading a resume or entering the information directly into the application fields; applications may not be considered without this information.
• Review and accept the applicable hirify.global terms of use and privacy policy before submitting the application.