[District 11] Senior Agent (English-speaking, Healthcare)

ABOUT DIGI-TEXX VIETNAMDIGI-TEXX is the first 100% German-invested company specializing in Business Process Outsourcing and Digital Services in Vietnam since 2003. For the last 21 years, we have gained experience in providing advanced digital transformation services to global clients in different industries, including E-commerce, Banking, Insurance, Manufacturing, Construction, Historical Archives, Education, and NGOs.We brought competitive advantages to our clients across Europe, America, APAC through our skilled workforce and leveraging cutting-edge technologies.Headquarters: Anna Building, Quang Trung Software City, District 12, Ho Chi Minh City, VietnamOffice: Khai Hoan Building, District 11, Ho Chi Minh City, VietnamBranch: DIGI-TEXX building, Innovation Service Center, Vi Thanh City, Hau Giang Province, VietnamLearn more about us: digi-texx.comPOSITION SPECIFICATIONSPosition: Senior Agent / Operations Service AssistantDepartment: OperationsLocation: Khai Hoan Building, 624 Lac Long Quan Street, District 11, Hochiminh CityWorking time: 8:00 am - 5:50 pm, Mon-FriRESPONSIBILITIESProvide day-to-day operational support to the Customer Service team, including call-outs if required.Prepare accurate daily, weekly, and bi-weekly reports using Excel/Google Sheets.Assist in updating SOPs, workflows, and knowledge documentation.Act as a secondary point of contact for client queries, clarifying and following up with internal teams as needed.Monitor performance metrics (e.g., QA, CSAT, SLA) and escalate issues to OSM when necessary.REQUIREMENTSMinimum basic Excel/Google sheet skills (e.g., formulas, formatting, simple data handling).Good communication skills in English (both written and verbal).Highly detail-oriented with strong documentation and reporting accuracy.Comfortable coordinating across teams and escalating issues appropriately.Nice to have:Familiarity with QA scorecards, SOP creation, or process documentation.Understanding of customer satisfaction metrics (CSAT, FCR, SLA).Background or has previous experience in healthcare industry.Experience handling voice-based service recovery cases.BENEFITSAttractive compensation package: base salary up to 12,000,000 + allowance 500,000 + monthly bonus up to 1,000,000.Other bonuses: 13th-month salary, special bonus.Comprehensive health benefits, covering social insurance with full salary, private healthcare (PVI), and annual health check-ups.Variety of engaging activities and well-being programs are designed to foster team bonding and support work-life balance.A dynamic and inclusive work culture, fostering open communication, innovation, and continuous improvement.Ongoing learning and development opportunities, including on-the-job training, skill enhancement programs, and access to learning platforms.Clear career development path, with opportunities to promote to the Operations Service Assistant role based on merit and potential.HOW TO APPLYEasy to apply on LinkedIn orPlease send your CV to: 📧 recruitment@digi-texx.vn | Subject: Application for [Job Title] - [Your Name] Thank you for your interest in the position at DIGI-TEXX. We carefully review every application. However, due to the high volume received, only shortlisted candidates will be contacted for the next steps.