Hire Customer Support Agents in Vietnam | Save Up to 70% on Staffing Costs

Customer support agents are the frontline of your business—ensuring every customer interaction is handled with care, professionalism, and speed. But building a responsive, high-quality support team locally often comes with high labor costs, talent shortages, and scalability issues.

Vietnam has become a top offshore staffing destination, offering a skilled, tech-savvy workforce at significantly lower costs. THIENTU BPO helps companies build dedicated offshore customer support teams in Vietnam - ready to integrate, scale, and succeed with full operational support.

What Is a Customer Support Agent?

A customer support agent is a professional responsible for assisting customers with inquiries, issues, or product-related questions across various communication channels such as phone, email, chat, or social media. They ensure customer satisfaction, provide product knowledge, resolve complaints, and help retain loyal customers. Excellent support agents not only resolve problems—they strengthen brand reputation and drive long-term customer value.

Why Hire Customer Support Agents in Vietnam?

Vietnam is a top destination for outsourcing across many industries—from tech and design to customer service and operations. Here's why global companies trust Vietnam for offshore hiring:

• Educated and Skilled Talent
  Vietnam has a large talent pool of university graduates with strong technical, analytical, and communication skills.

• Strong English and Work Culture Fit
  Many professionals speak English well and understand global work expectations, making teamwork smooth and efficient.

• Lower Hiring and Operating Costs
  Businesses save significantly by hiring top-quality professionals at much lower costs than in the U.S., Singapore, or even India.

• Good Time Zone Coverage
  Vietnam’s working hours overlap with major regions like APAC, Europe, and the U.S., supporting real-time collaboration.

Customer Support Roles You Can Offshore

• Live Chat Support Agent

• Email Support Specialist

• Inbound/Outbound Call Agent

• Technical Support Representative

• Multilingual Customer Service Rep

• Social Media Support Agent

Core Responsibilities Handled by Offshore Customer Support Agents

• Respond to customer inquiries via phone, email, chat, or social platforms

• Troubleshoot product or service issues and provide clear solutions

• Maintain accurate customer records and service tickets

• Follow scripts, workflows, and escalation procedures

• Provide feedback to improve products or service processes

• Collaborate with other departments to resolve complex issues

Top Skills to Look for in an Offshore Customer Support Agent

• Excellent verbal and written communication skills

• Strong problem-solving and multitasking abilities

• Familiarity with CRM platforms (e.g., Zendesk, Salesforce, Freshdesk)

• Ability to work independently and handle high-volume interactions

• Fast typing skills and digital literacy

• Patience, empathy, and professionalism under pressure

Salary Comparison Table: Vietnam vs USA vs Singapore

How THIENTU’s Proven Hiring Process Works

We make it easy to hire top remote talent through a structured, fast-tracked process that works across all roles and markets:

1. Define Your Needs
   Specify the role, skill set, industry focus, language or technical requirements, and timeline—so we can tailor the search from day one.

2. Review Qualified Candidates
   Receive a curated shortlist of pre-vetted candidates in just 5–7 business days, carefully selected to meet your defined criteria.

3. Interview & Select
   Evaluate candidates through interviews or test projects. We support you in making confident hiring decisions based on proven qualifications.

4. Launch with Support
   We handle onboarding, secure access, compliance, and performance tracking—ensuring a seamless start and ongoing success.

Sample Job Description: Offshore Customer Support Agent

Key Responsibilities:

• Manage incoming support requests via phone, email, or chat

• Document interactions in the CRM system accurately and efficiently

• Guide customers through troubleshooting steps and product usage

• Escalate unresolved issues to appropriate internal teams

• Meet performance KPIs including response time and customer satisfaction

• Collaborate with global teams to ensure consistent support delivery

Essential Skills & Qualifications:

• 1+ years in a customer-facing support role

• Proficiency in English (spoken and written)

• Familiarity with help desk software (e.g., Zendesk, Intercom)

• Fast learner with strong attention to detail

• Excellent interpersonal and conflict-resolution skills

• Reliable internet, home office setup, and ability to work remotely

FAQs

How do you vet customer support candidates?

We run a multi-step screening process that includes English tests, behavioral interviews, tech skills assessments, and role-specific simulations to ensure quality, communication, and fit.

What time zones can your customer support agents cover?

Vietnam’s working hours overlap with APAC, Europe, and partial U.S. hours. For full U.S. coverage, we can arrange night shift agents or split teams.

Can your support agents handle technical issues?

Yes, we can staff agents with tech backgrounds or upskill existing agents to handle Tier 1/Tier 2 support, especially for SaaS or electronics.

How do you ensure data security and compliance?

We implement strict data privacy protocols, NDAs, secure tools, and infrastructure aligned with international standards like GDPR and ISO.

How long does it take to set up a support team?

You’ll receive pre-vetted candidates in 5–7 business days. Teams can be fully operational in under 3 weeks, including onboarding and training.

Ready to Build Your Offshore Customer Support Team?
Hiring customer support agents in Vietnam through THIENTU BPO gives you access to skilled, affordable talent that scales with your business. Contact us at info@thientu.vn or schedule a consultation to get started today.