I. ABOUT US:
● Softel Solutions is a wholly owned subsidiary of HTH Communications, the parent company of
leading wireless carriers in the United States, including:
○ https://airtalkwireless.com/
○ https://www.airvoicewireless.com/
○ https://tagmobile.com/
● For over 25 years, our ecosystem has provided Cellular and Broadband services across the
United States.
● At Softel Solutions, 100% of customers are based in the US market, offering employees a fully
English-speaking and international working environment..
● Our TVC:
○ Business film about our ecosystem: HTH Communications – Softel Solutions – Airvoice
– Airtalk Wireless: https://youtu.be/1Q-b_UoGP3A?si=pJl3Rf-pY43TPS92
○ [VTV News] Softel Solution Company develops strong human resources in Vietnam:

● We have 03 offices in Vietnam:
○ Headquarters: 7th floor, Geleximco Building, 36 Hoang Cau, Dong Da, Hanoi
○ HANOI Call Center: HTP Building, No. 434 Tran Khat Chan, Pho Hue Ward, Hai Ba
Trung District, Hanoi.
○ HCMC Call Center: Moza Building, 92 Yen The, Ward 2, Tan Binh District, HCMC.

II. WORKING INFORMATION:
Working Hours (40 hours/week)
● Night Shift: 10:00 PM – 7:00 AM or 11:00 PM – 8:00 AM (Vietnam Time)

Work Locations
● Hanoi Call Center (Call Agent, Chat Agent, Ticket Agent)
2nd Floor, HTP Building, 434 Tran Khat Chan, Hai Ba Trung District, Hanoi

● HCMC Call Center (Call Agent and Ticket Agent)
4th Floor, Moza Building, 92 Yen The, Ward 2, Tan Binh District, Ho Chi Minh City

III – BENEFIT PACKAGE:
● Probation period: 2 months.
● The training programs at the beginning are about soft skills in customer service, US telecommunications laws, welfare policies, and work processes of the US Government.
● 12 days of annual leave, 11 public holidays, pay insurance according to Vietnamese labor law, and participation in classy internal activities of the company.
● Receive union benefits such as: Representative’s birthday, International Women’s Day, Funeral support money, sick visits, maternity support,…
● 100% of Customers are in the US, and the company environment uses and improves English well.
● Career Growth Opportunities: Progress along a clear career path from CSR to Senior CSR, Customer Service QA, Customer Service Coach/Team Lead, and Customer Service Supervisor, Manager, and Director.
● Career Prospect: Opportunity to transfer to other positions or departments depending on your prospective capabilities.
● Rotation Opportunities to US Headquarters: Top performers can rotate to our US headquarters for valuable experience and exposure.
● The company is fully equipped with office equipment and lockers, so employees do not need to bring personal items such as laptops or headphones to work. In addition, the company also has health supplements for night shift employees such as functional foods, imported fresh fruits, convenience foods, tea, cakes, instant coffee, roasted/ground coffee/ beans, coffee and tea maker, microwave, refrigerator,…
● Working with major carriers in the US. Join us and be part of a dynamic and winning team where your career growth matters!

More specifically, you will be responsible for the following tasks:
● Focus on Customer Support.
● Manage a volume of calls / emails / chats with knowledge and efficiency.
● Identify and address customer needs, with a goal of total satisfaction.
● Completes reports of calls and other data accurately and on time.
● Refer issues and questions to managers if necessary.

V – REQUIREMENT:
● Minimum education: High School Diploma (Grade 12). A Bachelor’s/Diploma Degree is a plus.
● Good English proficiency (depending on position: Writing for Ticket/Chat, Speaking for Call).
● Customer service experience is a plus, Softel still welcomes freshers, and you would be trained in the professional US policy program from the beginning.
● Willing to work night shifts (Chat/Call positions).
● Able to work on public holidays and during Tet when required.
● Basic computer skills (Outlook, Word, Excel).
● Good communication, multitasking, and problem-solving skills.