Customer Support Specialist
Kpler
Customer Service
Vietnam
Posted on May 20, 2026
At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors.
Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success.
As a Customer Support Specialist, you will serve as the frontline point of contact for customers, delivering responsive, high-quality support across multiple communication channels. You will play a key role in resolving inquiries efficiently, ensuring a seamless customer experience, and maintaining strong service standards.
This role requires a customer-focused mindset, strong problem-solving skills, and the ability to manage issues with accuracy and professionalism. In addition to day-to-day support, you will contribute to continuous improvement initiatives by identifying recurring customer challenges, highlighting operational inefficiencies, and escalating trends or concerns where appropriate.
You will collaborate closely with cross-functional teams to help drive customer satisfaction, operational excellence, and long-term client success.
Key Responsibilities
- Respond to customer inquiries via email, chat, or other support channels in a professional and timely manner to determine root cause of the problem and recommend a suitable solution.
- Resolve customer complaints, issues, and service requests effectively while maintaining a high level of customer satisfaction.
- Escalate complex or unresolved cases to the appropriate departments when necessary and inform client-facing teams about downtime and relevant issues.
- Maintain accurate customer records and document all interactions in the relevant systems.
- Provide customers with accurate information regarding products, services, policies, and procedures.
- Follow up on open tickets and proactively get updates from internal teams.
- Support order processing, billing inquiries, or account-related requests where applicable.
- Identify recurring customer issues and provide feedback for process or service improvements.
- Meet established service standards, response times, and productivity targets.
- Communicate about outages both internally and externally.
- 2 years+ of experience in Customer Support.
- Minimum Diploma, NITEC, or equivalent qualification.
- Customer service certifications or formal training in customer communication/service excellence are considered an advantage.
- Previous experience in customer service, customer support, or a related customer-facing role.
- Proven ability to handle customer inquiries and resolve complaints in a professional and timely manner.
- Familiarity with customer service systems, CRM platforms, and ticketing tools.
- Proficiency in Microsoft Office and general computer applications.
- Strong verbal and written communication skills with excellent interpersonal abilities.
- Ability to multitask, prioritise effectively, and perform well in a fast-paced environment.
- Strong problem-solving skills with a customer-centric approach.
- Fluency in English, both spoken and written; additional language capabilities are advantageous.
Nice to have
- Experience in the maritime, commodities or tech industry.
- Experience supporting customers through multiple channels (email, live chat).
- Exposure to service quality or KPI-driven environments.
- Experience handling escalations or difficult customer situations.
- Fluency in Mandarin is desirable.
We are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us?
We make things happen
We act decisively and with purpose, going the extra mile.
We build together
We foster relationships and develop creative solutions to address market challenges.
We are here to help
We are accessible and supportive to colleagues and clients with a friendly approach.
Our People Pledge
Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team.
Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.
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