{"id":15854,"date":"2026-03-31T14:13:10","date_gmt":"2026-03-31T07:13:10","guid":{"rendered":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/?p=15854"},"modified":"2026-05-30T18:54:45","modified_gmt":"2026-05-30T11:54:45","slug":"tong-dai-vien-la-lam-gi","status":"publish","type":"post","link":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/tu-van-nghe-nghiep\/tong-dai-vien-la-lam-gi","title":{"rendered":"T\u1ed5ng \u0110\u00e0i Vi\u00ean L\u00e0 L\u00e0m G\u00ec? C\u00f4ng Vi\u1ec7c Chi Ti\u1ebft, K\u1ef9 N\u0103ng V\u00e0 Thu Nh\u1eadp"},"content":{"rendered":"\n

V\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00e1c ng\u00e0nh vi\u1ec5n th\u00f4ng, ng\u00e2n h\u00e0ng, th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed v\u00e0 b\u1ea3o hi\u1ec3m, t\u1ed5ng \u0111\u00e0i vi\u00ean<\/strong> (Call Center Agent) tr\u1edf th\u00e0nh v\u1ecb tr\u00ed c\u00f3 nhu c\u1ea7u tuy\u1ec3n d\u1ee5ng cao v\u00e0 \u1ed5n \u0111\u1ecbnh t\u1ea1i Vi\u1ec7t Nam. V\u1eady c\u00f4ng vi\u1ec7c c\u1ee5 th\u1ec3 c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean l\u00e0 g\u00ec, c\u1ea7n nh\u1eefng k\u1ef9 n\u0103ng n\u00e0o v\u00e0 thu nh\u1eadp ra sao?<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n
\n

T\u1ed5ng quan nhanh<\/strong><\/p>\n

\u2013 T\u1ed5ng \u0111\u00e0i vi\u00ean (Call Center Agent\/Contact Center Agent) l\u00e0 nh\u00e2n vi\u00ean ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd cu\u1ed9c g\u1ecdi c\u1ee7a kh\u00e1ch h\u00e0ng qua h\u1ec7 th\u1ed1ng t\u1ed5ng \u0111\u00e0i.<\/p>\n

\u2013 Hai lo\u1ea1i ch\u00ednh: inbound (ti\u1ebfp nh\u1eadn cu\u1ed9c g\u1ecdi \u0111\u1ebfn) v\u00e0 outbound (g\u1ecdi ra cho kh\u00e1ch h\u00e0ng).<\/p>\n

\u2013 M\u1ee9c l\u01b0\u01a1ng 7\u201312 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng, c\u00f3 th\u1ec3 t\u0103ng l\u00ean 15\u201320 tri\u1ec7u khi l\u00ean v\u1ecb tr\u00ed Team Leader ho\u1eb7c QA.<\/p>\n

\u2013 \u01afu ti\u00ean \u1ee9ng vi\u00ean c\u00f3 gi\u1ecdng n\u00f3i r\u00f5 r\u00e0ng, ki\u00ean nh\u1eabn, k\u1ef9 n\u0103ng giao ti\u1ebfp t\u1ed1t v\u00e0 ch\u1ecbu \u0111\u01b0\u1ee3c \u00e1p l\u1ef1c.<\/p>\n<\/div>\n\n\n\n

1. T\u1ed5ng \u0111\u00e0i vi\u00ean l\u00e0 g\u00ec?<\/h2>\n\n\n\n

T\u1ed5ng \u0111\u00e0i vi\u00ean \u2014 hay Call Center Agent, Contact Center Agent \u2014 l\u00e0 nh\u00e2n vi\u00ean l\u00e0m vi\u1ec7c t\u1ea1i trung t\u00e2m cu\u1ed9c g\u1ecdi (call center) ho\u1eb7c trung t\u00e2m li\u00ean h\u1ec7 (contact center) c\u1ee7a doanh nghi\u1ec7p, ch\u1ecbu tr\u00e1ch nhi\u1ec7m ti\u1ebfp nh\u1eadn v\u00e0 x\u1eed l\u00fd c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i, email, chat ho\u1eb7c m\u1ea1ng x\u00e3 h\u1ed9i.<\/p>\n\n\n\n

T\u00f9y ch\u1ee9c n\u0103ng, t\u1ed5ng \u0111\u00e0i vi\u00ean \u0111\u01b0\u1ee3c chia th\u00e0nh hai nh\u00f3m ch\u00ednh: Inbound Agent ti\u1ebfp nh\u1eadn cu\u1ed9c g\u1ecdi \u0111\u1ebfn t\u1eeb kh\u00e1ch h\u00e0ng (h\u1ed7 tr\u1ee3, khi\u1ebfu n\u1ea1i, h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng), v\u00e0 Outbound Agent ch\u1ee7 \u0111\u1ed9ng g\u1ecdi ra (b\u00e1n h\u00e0ng, kh\u1ea3o s\u00e1t, nh\u1eafc n\u1ee3, gi\u1edbi thi\u1ec7u ch\u01b0\u01a1ng tr\u00ecnh m\u1edbi). Nhi\u1ec1u trung t\u00e2m hi\u1ec7n nay k\u1ebft h\u1ee3p c\u1ea3 hai h\u00ecnh th\u1ee9c g\u1ecdi l\u00e0 blended agent.<\/p>\n\n\n\n

\n

Theo Vietnam Report, ng\u00e0nh outsourcing call center t\u1ea1i Vi\u1ec7t Nam t\u0103ng tr\u01b0\u1edfng h\u01a1n 15% m\u1ed7i n\u0103m, v\u1edbi c\u00e1c trung t\u00e2m l\u1edbn t\u1ea1i TP.HCM v\u00e0 H\u00e0 N\u1ed9i ph\u1ee5c v\u1ee5 c\u1ea3 th\u1ecb tr\u01b0\u1eddng n\u1ed9i \u0111\u1ecba l\u1eabn kh\u00e1ch h\u00e0ng qu\u1ed1c t\u1ebf (Nh\u1eadt, H\u00e0n, M\u1ef9).<\/p>\n<\/blockquote>\n\n\n\n

2. C\u00f4ng vi\u1ec7c h\u1eb1ng ng\u00e0y c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean<\/h2>\n\n\n\n

M\u1ed9t ca l\u00e0m vi\u1ec7c c\u1ee7a t\u1ed5ng \u0111\u00e0i vi\u00ean th\u01b0\u1eddng k\u00e9o d\u00e0i 8 ti\u1ebfng, trong \u0111\u00f3 ph\u1ea7n l\u1edbn th\u1eddi gian d\u00e0nh cho vi\u1ec7c x\u1eed l\u00fd cu\u1ed9c g\u1ecdi v\u00e0 c\u1eadp nh\u1eadt th\u00f4ng tin v\u00e0o h\u1ec7 th\u1ed1ng.<\/p>\n\n\n\n

\n\n\n\n\n\n\n\n\n\n
Lo\u1ea1i<\/th>\nC\u00f4ng vi\u1ec7c<\/th>\nChi ti\u1ebft<\/th>\n<\/tr>\n<\/thead>\n
Inbound<\/td>\nH\u1ed7 tr\u1ee3 kh\u00e1ch h\u00e0ng<\/td>\nGi\u1ea3i \u0111\u00e1p th\u1eafc m\u1eafc, h\u01b0\u1edbng d\u1eabn s\u1eed d\u1ee5ng s\u1ea3n ph\u1ea9m, tra c\u1ee9u th\u00f4ng tin t\u00e0i kho\u1ea3n<\/td>\n<\/tr>\n
Inbound<\/td>\nX\u1eed l\u00fd khi\u1ebfu n\u1ea1i<\/td>\nTi\u1ebfp nh\u1eadn ph\u1ea3n h\u1ed3i ti\u00eau c\u1ef1c, ghi nh\u1eadn, \u0111\u1ec1 xu\u1ea5t gi\u1ea3i ph\u00e1p ho\u1eb7c chuy\u1ec3n b\u1ed9 ph\u1eadn chuy\u00ean tr\u00e1ch<\/td>\n<\/tr>\n
Outbound<\/td>\nB\u00e1n h\u00e0ng qua \u0111i\u1ec7n tho\u1ea1i (Telesales)<\/td>\nG\u1ecdi ra gi\u1edbi thi\u1ec7u s\u1ea3n ph\u1ea9m, ch\u01b0\u01a1ng tr\u00ecnh \u01b0u \u0111\u00e3i, ch\u1ed1t \u0111\u01a1n qua \u0111i\u1ec7n tho\u1ea1i<\/td>\n<\/tr>\n
Outbound<\/td>\nKh\u1ea3o s\u00e1t, nh\u1eafc n\u1ee3<\/td>\nG\u1ecdi kh\u1ea3o s\u00e1t m\u1ee9c h\u00e0i l\u00f2ng, nh\u1eafc thanh to\u00e1n h\u00f3a \u0111\u01a1n, x\u00e1c nh\u1eadn th\u00f4ng tin<\/td>\n<\/tr>\n
C\u1ea3 hai<\/td>\nGhi ch\u00fa h\u1ec7 th\u1ed1ng<\/td>\nC\u1eadp nh\u1eadt n\u1ed9i dung cu\u1ed9c g\u1ecdi v\u00e0o CRM\/ticketing system sau m\u1ed7i t\u01b0\u01a1ng t\u00e1c<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n\n\n\n

B\u1ea1n c\u00f3 th\u1ec3 tham kh\u1ea3o c\u00e1c v\u1ecb tr\u00ed tuy\u1ec3n d\u1ee5ng t\u1ea1i chuy\u00ean m\u1ee5c vi\u1ec7c l\u00e0m d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng<\/a><\/strong><\/em> \u0111\u1ec3 t\u00ecm ki\u1ebfm c\u01a1 h\u1ed9i vi\u1ec7c l\u00e0m t\u1ed5ng \u0111\u00e0i vi\u00ean ph\u00f9 h\u1ee3p.<\/p>\n\n\n\n

N\u1ebfu quan t\u00e2m \u0111\u1ebfn k\u1ef9 n\u0103ng giao ti\u1ebfp \u2014 y\u1ebfu t\u1ed1 c\u1ed1t l\u00f5i c\u1ee7a ngh\u1ec1 t\u1ed5ng \u0111\u00e0i \u2014 b\u00e0i vi\u1ebft k\u1ef9 n\u0103ng giao ti\u1ebfp hi\u1ec7u qu\u1ea3<\/a><\/em><\/strong> s\u1ebd cung c\u1ea5p h\u01b0\u1edbng d\u1eabn th\u1ef1c h\u00e0nh chi ti\u1ebft.<\/p>\n\n\n\n

3. K\u1ef9 n\u0103ng c\u1ea7n c\u00f3<\/h2>\n\n\n\n

T\u1ed5ng \u0111\u00e0i vi\u00ean kh\u00f4ng c\u1ea7n b\u1eb1ng c\u1ea5p chuy\u00ean ng\u00e0nh cao nh\u01b0ng \u0111\u00f2i h\u1ecfi b\u1ed9 k\u1ef9 n\u0103ng m\u1ec1m v\u01b0\u1ee3t tr\u1ed9i, \u0111\u1eb7c bi\u1ec7t l\u00e0 kh\u1ea3 n\u0103ng ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac khi ti\u1ebfp x\u00fac v\u1edbi nhi\u1ec1u lo\u1ea1i kh\u00e1ch h\u00e0ng kh\u00e1c nhau.<\/p>\n\n\n\n

\u2013 Gi\u1ecdng n\u00f3i r\u00f5 r\u00e0ng, d\u1ec5 nghe \u2014 ph\u00e1t \u00e2m chu\u1ea9n, t\u1ed1c \u0111\u1ed9 n\u00f3i v\u1eeba ph\u1ea3i, kh\u00f4ng ng\u1ecdng ho\u1eb7c n\u00f3i l\u1eafp. \u0110\u00e2y l\u00e0 ti\u00eau ch\u00ed \u0111\u1ea7u ti\u00ean m\u00e0 nh\u00e0 tuy\u1ec3n d\u1ee5ng \u0111\u00e1nh gi\u00e1.<\/p>\n\n\n\n

\u2013 K\u1ef9 n\u0103ng l\u1eafng nghe \u2014 hi\u1ec3u \u0111\u00fang v\u1ea5n \u0111\u1ec1 kh\u00e1ch h\u00e0ng m\u00f4 t\u1ea3 m\u00e0 kh\u00f4ng c\u1ea7n h\u1ecfi l\u1ea1i nhi\u1ec1u l\u1ea7n, gi\u00fap r\u00fat ng\u1eafn th\u1eddi gian x\u1eed l\u00fd cu\u1ed9c g\u1ecdi (AHT).<\/p>\n\n\n\n

\u2013 Ki\u00ean nh\u1eabn v\u00e0 ki\u1ec3m so\u00e1t c\u1ea3m x\u00fac \u2014 gi\u1eef b\u00ecnh t\u0129nh khi kh\u00e1ch h\u00e0ng n\u00f3ng gi\u1eadn, kh\u00f4ng tranh c\u00e3i, ph\u1ea3n h\u1ed3i chuy\u00ean nghi\u1ec7p.<\/p>\n\n\n\n

\u2013 K\u1ef9 n\u0103ng g\u00f5 ph\u00edm nhanh \u2014 v\u1eeba n\u00f3i chuy\u1ec7n v\u1eeba ghi ch\u00fa th\u00f4ng tin v\u00e0o h\u1ec7 th\u1ed1ng, \u0111\u00f2i h\u1ecfi kh\u1ea3 n\u0103ng \u0111a nhi\u1ec7m t\u1ed1t.<\/p>\n\n\n\n

\u2013 Am hi\u1ec3u s\u1ea3n ph\u1ea9m\/d\u1ecbch v\u1ee5 \u2014 n\u1eafm v\u1eefng th\u00f4ng tin \u0111\u1ec3 tr\u1ea3 l\u1eddi ch\u00ednh x\u00e1c, tr\u00e1nh chuy\u1ec3n cu\u1ed9c g\u1ecdi kh\u00f4ng c\u1ea7n thi\u1ebft.<\/p>\n\n\n\n

Kh\u00f4ng y\u00eau c\u1ea7u b\u1eb1ng \u0111\u1ea1i h\u1ecdc \u2014 ph\u1ea7n l\u1edbn call center ch\u1ea5p nh\u1eadn \u1ee9ng vi\u00ean t\u1ed1t nghi\u1ec7p THPT ho\u1eb7c cao \u0111\u1eb3ng. Bi\u1ebft th\u00eam ngo\u1ea1i ng\u1eef (ti\u1ebfng Anh, ti\u1ebfng Nh\u1eadt, ti\u1ebfng H\u00e0n) l\u00e0 l\u1ee3i th\u1ebf l\u1edbn khi \u1ee9ng tuy\u1ec3n t\u1ea1i c\u00e1c call center ph\u1ee5c v\u1ee5 kh\u00e1ch qu\u1ed1c t\u1ebf.<\/p>\n\n\n\n

\n

L\u01b0u \u00fd quan tr\u1ecdng<\/strong><\/p>\n

Ngh\u1ec1 t\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 t\u1ef7 l\u1ec7 ngh\u1ec9 vi\u1ec7c (turnover rate) kh\u00e1 cao do \u00e1p l\u1ef1c KPI cu\u1ed9c g\u1ecdi v\u00e0 ti\u1ebfp x\u00fac th\u01b0\u1eddng xuy\u00ean v\u1edbi kh\u00e1ch h\u00e0ng kh\u00f3 t\u00ednh. H\u00e3y c\u00e2n nh\u1eafc k\u1ef9 y\u1ebfu t\u1ed1 n\u00e0y v\u00e0 chu\u1ea9n b\u1ecb t\u00e2m l\u00fd tr\u01b0\u1edbc khi \u1ee9ng tuy\u1ec3n \u2014 ng\u01b0\u1eddi c\u00f3 kh\u1ea3 n\u0103ng ch\u1ecbu \u00e1p l\u1ef1c t\u1ed1t v\u00e0 bi\u1ebft c\u00e1ch \u201creset\u201d sau m\u1ed7i cu\u1ed9c g\u1ecdi ti\u00eau c\u1ef1c s\u1ebd tr\u1ee5 \u0111\u01b0\u1ee3c l\u00e2u h\u01a1n.<\/p>\n<\/div>\n\n\n\n

4. M\u1ee9c thu nh\u1eadp v\u00e0 l\u1ed9 tr\u00ecnh th\u0103ng ti\u1ebfn<\/h2>\n\n\n\n
\"\"<\/figure>\n\n\n\n

Thu nh\u1eadp t\u1ed5ng \u0111\u00e0i vi\u00ean ph\u1ee5 thu\u1ed9c v\u00e0o lo\u1ea1i h\u00ecnh (inbound\/outbound), ng\u00e0nh ngh\u1ec1 v\u00e0 ca l\u00e0m vi\u1ec7c. Outbound telesales th\u01b0\u1eddng c\u00f3 th\u00eam hoa h\u1ed3ng theo doanh s\u1ed1.<\/p>\n\n\n\n

\u2013 Fresher (0\u20131 n\u0103m): 7\u201310 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng, c\u00f3 th\u1ec3 th\u00eam ph\u1ee5 c\u1ea5p ca t\u1ed1i.<\/p>\n\n\n\n

\u2013 T\u1ed5ng \u0111\u00e0i vi\u00ean kinh nghi\u1ec7m (1\u20133 n\u0103m): 10\u201315 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng, outbound telesales c\u00f3 th\u1ec3 cao h\u01a1n nh\u1edd hoa h\u1ed3ng.<\/p>\n\n\n\n

\u2013 Team Leader (2\u20134 n\u0103m): qu\u1ea3n l\u00fd \u0111\u1ed9i 10\u201320 agent, m\u1ee9c l\u01b0\u01a1ng 15\u201322 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng.<\/p>\n\n\n\n

\u2013 Quality Assurance (QA)\/Trainer: \u0111\u00e1nh gi\u00e1 ch\u1ea5t l\u01b0\u1ee3ng cu\u1ed9c g\u1ecdi, \u0111\u00e0o t\u1ea1o nh\u00e2n vi\u00ean m\u1edbi, m\u1ee9c l\u01b0\u01a1ng 14\u201320 tri\u1ec7u \u0111\u1ed3ng\/th\u00e1ng.<\/p>\n\n\n\n

\u2013 Call Center Manager (5 n\u0103m tr\u1edf l\u00ean): qu\u1ea3n l\u00fd to\u00e0n b\u1ed9 trung t\u00e2m, ch\u1ecbu tr\u00e1ch nhi\u1ec7m SLA (Service Level Agreement), thu nh\u1eadp t\u1eeb 25 tri\u1ec7u tr\u1edf l\u00ean.<\/p>\n\n\n\n

T\u1ed5ng \u0111\u00e0i vi\u00ean c\u0169ng c\u00f3 th\u1ec3 chuy\u1ec3n sang c\u00e1c v\u1ecb tr\u00ed Customer Success, CRM Specialist ho\u1eb7c Training & Development t\u00f9y s\u1edf th\u00edch. C\u00e1c con s\u1ed1 tr\u00ean mang t\u00ednh tham kh\u1ea3o, ph\u1ee5 thu\u1ed9c v\u00e0o ng\u00e0nh, c\u00f4ng ty v\u00e0 khu v\u1ef1c.<\/p>\n\n\n\n

\n

G\u1ee3i \u00fd ph\u00e1t tri\u1ec3n<\/strong><\/p>\n

Sau 1\u20132 n\u0103m l\u00e0m agent, h\u00e3y nh\u1eafm \u0111\u1ebfn v\u1ecb tr\u00ed QA ho\u1eb7c Team Leader \u2014 hai h\u01b0\u1edbng th\u0103ng ti\u1ebfn nhanh nh\u1ea5t trong call center. Ch\u1ee7 \u0111\u1ed9ng xin coaching, theo d\u00f5i c\u00e1c ch\u1ec9 s\u1ed1 c\u00e1 nh\u00e2n (AHT, CSAT, FCR) v\u00e0 chia s\u1ebb kinh nghi\u1ec7m v\u1edbi \u0111\u1ed3ng nghi\u1ec7p s\u1ebd gi\u00fap b\u1ea1n n\u1ed5i b\u1eadt trong m\u1eaft qu\u1ea3n l\u00fd.<\/p>\n<\/div>\n\n\n\n

5. Th\u1ecb tr\u01b0\u1eddng ngh\u1ec1 T\u1ed5ng \u0111\u00e0i vi\u00ean tr\u00ean CareerLink (2026)<\/h2>\n\n\n\n

D\u01b0\u1edbi \u0111\u00e2y l\u00e0 b\u1ee9c tranh t\u1ed5ng quan th\u1ecb tr\u01b0\u1eddng tuy\u1ec3n d\u1ee5ng v\u1ecb tr\u00ed t\u1ed5ng \u0111\u00e0i vi\u00ean d\u1ef1a tr\u00ean d\u1eef li\u1ec7u c\u1eadp nh\u1eadt t\u1eeb CareerLink n\u0103m 2026. S\u1ed1 li\u1ec7u ph\u1ea3n \u00e1nh tin \u0111\u0103ng th\u1ef1c t\u1ebf v\u00e0 l\u00e0 tham chi\u1ebfu h\u1eefu \u00edch cho \u1ee9ng vi\u00ean \u0111\u1ecbnh h\u01b0\u1edbng ngh\u1ec1 nghi\u1ec7p.<\/p>\n\n\n\n\n\n\n
Ch\u1ec9 s\u1ed1<\/th>D\u1eef li\u1ec7u CareerLink 2026<\/th><\/tr>\n<\/thead>\n
T\u1ed5ng s\u1ed1 tin tuy\u1ec3n d\u1ee5ng \u0111ang m\u1edf<\/strong><\/td>306 tin tuy\u1ec3n d\u1ee5ng \u0111ang m\u1edf tr\u00ean CareerLink 2026<\/td><\/tr>\n
M\u1ee9c l\u01b0\u01a1ng tham chi\u1ebfu theo c\u1ea5p b\u1eadc<\/strong><\/td>\u2013 Nh\u00e2n vi\u00ean CSKH 8\u201312 tri\u1ec7u
\u2013 Senior\/Team Leader 14\u201320 tri\u1ec7u
\u2013 Tr\u01b0\u1edfng ph\u00f2ng CSKH 25\u201345 tri\u1ec7u\/th\u00e1ng<\/td><\/tr>\n
Top v\u1ecb tr\u00ed c\u1ee5 th\u1ec3 \u0111\u01b0\u1ee3c tuy\u1ec3n nhi\u1ec1u<\/strong><\/td>\u2013 H\u1ed3 Ch\u00ed Minh
\u2013 H\u00e0 N\u1ed9i
\u2013 Th\u00e0nh Ph\u1ed1 Hu\u1ebf
\u2013 H\u01b0ng Y\u00ean
\u2013 \u0110\u00e0 N\u1eb5ng<\/td><\/tr>\n
Khu v\u1ef1c tuy\u1ec3n d\u1ee5ng t\u1eadp trung<\/strong><\/td>\u2013 H\u1ed3 Ch\u00ed Minh
\u2013 H\u00e0 N\u1ed9i
\u2013 Th\u00e0nh Ph\u1ed1 Hu\u1ebf
\u2013 H\u01b0ng Y\u00ean
\u2013 \u0110\u00e0 N\u1eb5ng<\/td><\/tr>\n
Doanh nghi\u1ec7p \u0111\u0103ng tuy\u1ec3n ti\u00eau bi\u1ec3u<\/strong><\/td>\u2013 C\u00f4ng Ty TNHH Vietnam Concentrix Services
\u2013 C\u00f4ng Ty C\u1ed5 Ph\u1ea7n Cashion
\u2013 H\u1ec7 Th\u1ed1ng Anh Ng\u1eef Qu\u1ed1c T\u1ebf Ocean Edu
\u2013 VIETNAM CONCENTRIX SERVICES COMPANY LIMITED
\u2013 PILGRIMAGE VILLAGE HU\u1ebe BOUTIQUE RESORT & SPA<\/td><\/tr>\n
K\u1ef9 n\u0103ng v\u00e0 ch\u1ee9ng ch\u1ec9 \u0111\u01b0\u1ee3c \u01b0u ti\u00ean<\/strong><\/td>\u2013 Ti\u1ebfng Anh giao ti\u1ebfp
\u2013 CRM (Zendesk, Salesforce, HubSpot)
\u2013 K\u1ef9 n\u0103ng x\u1eed l\u00fd khi\u1ebfu n\u1ea1i
\u2013 CSAT\/NPS score \u0111o l\u01b0\u1eddng
\u2013 \u0110a k\u00eanh chat\/voice\/email<\/td><\/tr>\n
Xu h\u01b0\u1edbng tuy\u1ec3n d\u1ee5ng 2026<\/strong><\/td>Customer Success Manager (cho SaaS, fintech) \u0111ang l\u00e0 vai tr\u00f2 m\u1edbi ph\u00e1t tri\u1ec3n nhanh \u2014 l\u01b0\u01a1ng cao h\u01a1n CSKH truy\u1ec1n th\u1ed1ng 30\u201340%.<\/td><\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
\n

G\u1ee3i \u00fd t\u1eeb d\u1eef li\u1ec7u CareerLink 2026<\/strong><\/p>\n

\u2013 \u1ee8ng vi\u00ean n\u00ean \u0111\u1ed1i chi\u1ebfu k\u1ef9 n\u0103ng v\u00e0 ch\u1ee9ng ch\u1ec9 c\u00e1 nh\u00e2n v\u1edbi y\u00eau c\u1ea7u th\u1ef1c t\u1ebf trong tin \u0111\u0103ng m\u1edbi nh\u1ea5t t\u1ea1i chuy\u00ean m\u1ee5c t\u01b0\u01a1ng \u1ee9ng.<\/p>\n

\u2013 M\u1ee9c l\u01b0\u01a1ng tr\u00ean l\u00e0 d\u1ea3i tham chi\u1ebfu \u2014 thu nh\u1eadp th\u1ef1c t\u1ebf ph\u1ee5 thu\u1ed9c quy m\u00f4 doanh nghi\u1ec7p, v\u1ecb tr\u00ed \u0111\u1ecba l\u00fd v\u00e0 kinh nghi\u1ec7m c\u1ee5 th\u1ec3.<\/p>\n

\u2013 \u0110\u1ea7u t\u01b0 ch\u1ee9ng ch\u1ec9 chuy\u00ean ng\u00e0nh v\u00e0 ngo\u1ea1i ng\u1eef l\u00e0 c\u00e1ch hi\u1ec7u qu\u1ea3 nh\u1ea5t \u0111\u1ec3 v\u01b0\u1ee3t l\u00ean trung v\u1ecb l\u01b0\u01a1ng.<\/p>\n<\/div>\n\n\n

6. C\u00e2u h\u1ecfi th\u01b0\u1eddng g\u1eb7p<\/h2>\n

1. T\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 ph\u1ea3i l\u00e0m ca \u0111\u00eam kh\u00f4ng?<\/em><\/strong><\/p>\n

T\u00f9y ng\u00e0nh. Call center c\u1ee7a ng\u00e2n h\u00e0ng, vi\u1ec5n th\u00f4ng, h\u00e3ng h\u00e0ng kh\u00f4ng th\u01b0\u1eddng ho\u1ea1t \u0111\u1ed9ng 24\/7 n\u00ean c\u00f3 ca \u0111\u00eam. Call center B2B ho\u1eb7c outbound telesales th\u01b0\u1eddng ch\u1ec9 l\u00e0m gi\u1edd h\u00e0nh ch\u00ednh. H\u1ecfi r\u00f5 l\u1ecbch ca tr\u1ef1c khi ph\u1ecfng v\u1ea5n \u0111\u1ec3 chu\u1ea9n b\u1ecb.<\/p>\n

2. T\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 b\u1ecb AI thay th\u1ebf kh\u00f4ng?<\/em><\/strong><\/p>\n

AI chatbot v\u00e0 IVR (Interactive Voice Response) \u0111ang x\u1eed l\u00fd c\u00e1c y\u00eau c\u1ea7u \u0111\u01a1n gi\u1ea3n (tra c\u1ee9u s\u1ed1 d\u01b0, ki\u1ec3m tra \u0111\u01a1n h\u00e0ng). Tuy nhi\u00ean, c\u00e1c t\u00ecnh hu\u1ed1ng ph\u1ee9c t\u1ea1p \u0111\u00f2i h\u1ecfi s\u1ef1 \u0111\u1ed3ng c\u1ea3m, ph\u00e1n \u0111o\u00e1n v\u00e0 linh ho\u1ea1t v\u1eabn c\u1ea7n con ng\u01b0\u1eddi. Xu h\u01b0\u1edbng hi\u1ec7n t\u1ea1i l\u00e0 AI h\u1ed7 tr\u1ee3 t\u1ed5ng \u0111\u00e0i vi\u00ean l\u00e0m vi\u1ec7c hi\u1ec7u qu\u1ea3 h\u01a1n, kh\u00f4ng thay th\u1ebf ho\u00e0n to\u00e0n.<\/p>\n

3. L\u00e0m t\u1ed5ng \u0111\u00e0i vi\u00ean c\u00f3 c\u1ea7n bi\u1ebft ti\u1ebfng Anh kh\u00f4ng?<\/em><\/strong><\/p>\n

Kh\u00f4ng b\u1eaft bu\u1ed9c cho call center ph\u1ee5c v\u1ee5 kh\u00e1ch Vi\u1ec7t Nam. Tuy nhi\u00ean, bi\u1ebft ti\u1ebfng Anh ho\u1eb7c ngo\u1ea1i ng\u1eef kh\u00e1c s\u1ebd m\u1edf th\u00eam c\u01a1 h\u1ed9i t\u1ea1i c\u00e1c call center qu\u1ed1c t\u1ebf v\u1edbi m\u1ee9c l\u01b0\u01a1ng cao h\u01a1n 30\u201350% so v\u1edbi m\u1eb7t b\u1eb1ng chung.<\/p>\n

T\u1ed5ng \u0111\u00e0i vi\u00ean<\/strong> l\u00e0 v\u1ecb tr\u00ed c\u00f3 nhu c\u1ea7u tuy\u1ec3n d\u1ee5ng \u1ed5n \u0111\u1ecbnh, ph\u00f9 h\u1ee3p v\u1edbi ng\u01b0\u1eddi c\u00f3 k\u1ef9 n\u0103ng giao ti\u1ebfp t\u1ed1t v\u00e0 mong mu\u1ed1n m\u1ed9t c\u00f4ng vi\u1ec7c v\u0103n ph\u00f2ng kh\u00f4ng y\u00eau c\u1ea7u b\u1eb1ng c\u1ea5p cao. V\u1edbi l\u1ed9 tr\u00ecnh th\u0103ng ti\u1ebfn r\u00f5 r\u00e0ng trong h\u1ec7 th\u1ed1ng call center v\u00e0 c\u01a1 h\u1ed9i chuy\u1ec3n \u0111\u1ed5i sang nhi\u1ec1u v\u1ecb tr\u00ed kh\u00e1c, \u0111\u00e2y l\u00e0 \u0111i\u1ec3m kh\u1edfi \u0111\u1ea7u t\u1ed1t cho s\u1ef1 nghi\u1ec7p trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng.<\/p>\n

Minh An<\/strong><\/p>\n

N\u1ed9i dung trong b\u00e0i mang t\u00ednh tham kh\u1ea3o, kh\u00f4ng thay th\u1ebf t\u01b0 v\u1ea5n chuy\u00ean m\u00f4n. Th\u00f4ng tin tuy\u1ec3n d\u1ee5ng v\u00e0 m\u1ee9c l\u01b0\u01a1ng c\u00f3 th\u1ec3 thay \u0111\u1ed5i t\u00f9y th\u1eddi \u0111i\u1ec3m v\u00e0 doanh nghi\u1ec7p.<\/em><\/p>\n

<\/p>","protected":false},"excerpt":{"rendered":"

V\u1edbi s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a c\u00e1c ng\u00e0nh vi\u1ec5n th\u00f4ng, ng\u00e2n h\u00e0ng, th\u01b0\u01a1ng m\u1ea1i \u0111i\u1ec7n t\u1eed v\u00e0 b\u1ea3o hi\u1ec3m, t\u1ed5ng \u0111\u00e0i vi\u00ean (Call Center Agent) tr\u1edf …<\/p>\n","protected":false},"author":58,"featured_media":15938,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17],"tags":[98],"class_list":["post-15854","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tu-van-nghe-nghiep","tag-kien-thuc-nganh"],"_links":{"self":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/15854","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/users\/58"}],"replies":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/comments?post=15854"}],"version-history":[{"count":15,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/15854\/revisions"}],"predecessor-version":[{"id":23421,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/posts\/15854\/revisions\/23421"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/media\/15938"}],"wp:attachment":[{"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/media?parent=15854"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/categories?post=15854"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.careerlink.vn\/cam-nang-viec-lam\/wp-json\/wp\/v2\/tags?post=15854"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}