POSITION: Assistant Customer Service Manager

Are you seeking a professional and dynamic work environment that values collaboration and encourages individual growth?

Join our team of talented and passionate individuals who embody a youthful spirit and a commitment to excellence. Apply now and unlock your potential with us!

WHO WE ARE:

Innovature BPO is a Vietnamese company with more than 10 years of experience in providing outsourcing solutions to clients worldwide. Our services support from call center, 24/7 bi-lingual customer care services, digital marketing to bookkeeping and data analytics services. We offer full time remote resources who are able to deliver the standard that meet global manpower requirement and utilize our business analytics, SLA and other performance metrics to help our clients boost productivity. Our mission is to enable clients to become high-performance businesses and create long-term partnership. Our vision is to connect Vietnamese talents to global labor market demands.

In 2021, Innovature BPO was proudly recognized the “HR Asia Award, one of the best places to work for in Asia”. In 2024, Innovature BPO was again proudly recognized as a Great Place to Work, reflecting our commitment to creating a positive and supportive work environment. We have officially earned this certification, with an impressive 92% of our employees agreeing that Innovature BPO is a great place to work, compared to the 59% average at typical companies. This remarkable statistic underscores the unique and positive culture we’ve cultivated. We’re committed to continuously improving our workplace, empowering our employees, and building an even brighter future together. 

For more information about us, please access https://innovatureinc.com

WHAT YOU WILL BE DOING:

We are looking for a proactive and detail-oriented Assistant Customer Service Manager to support our customer service team in delivering outstanding service and maintaining high customer satisfaction. This role is perfect for someone passionate about fostering team success and ensuring smooth daily operations while addressing customer needs with efficiency and care.

Team Support and Coordination

Assist in supervising and mentoring the customer service team.
Coordinate team schedules to ensure adequate coverage and adherence to service level agreements (SLAs).
Provide input on training plans to help team members improve their skills and productivity.
Act as a back-up for team members during staff turnover or high-demand periods.

Customer Service Operations

Ensure smooth daily operations, adhering to established customer service policies and procedures.
Address escalated customer inquiries and complaints, ensuring timely and effective resolution.
Support in monitoring workflows and identifying areas for process improvement.

Performance Monitoring

Track team performance metrics and ensure alignment with department goals.
Collaborate with the Customer Service Manager to analyze performance data and customer feedback.
Implement and maintain quality control measures to enhance service delivery.

Client Interaction

Assist in maintaining relationships with key clients by addressing their service-related inquiries.
Support the preparation of regular reports on service performance and improvement initiatives.

Process Improvement

Stay informed about industry trends and recommend ways to optimize customer service operations.
Contribute to the development and execution of innovative strategies to enhance customer experience.

WHAT WE ARE LOOKING FOR:

Qualifications:

Bachelor‘s degree in Business Administration, Management, or a related field.
Minimum of 5 years of experience in a customer service role, with at least 3 years in a supervisory position.
Great English skills
Proven experience in an outsourcing, staffing or BPO (Business Process Outsourcing) environment is highly desirable.
Strong leadership and people management skills.
Excellent communication and interpersonal abilities.
Analytical mindset with the ability to interpret data and make data-driven decisions.
Proficiency in customer service software and CRM systems.
Ability to work under pressure and manage multiple priorities.

Work behavior:

Ability to lead, plan and manage in an entrepreneurial, team-oriented environment.
Highly organized with strong project management skills, and drive to meet organizational objectives; ability to manage multiple projects on interrelated timelines.
Demonstrate experience in getting things done in dynamic, entrepreneurial environment.

WHAT WE OFFER: We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:

A competitive monthly salary based on your ability
13th month Tet bonus & bi-annual performance bonus, leadership bonus
Annual salary review
Attractive employee awards: Employee of Year
Social insurance and healthcare insurance upon Vietnam Labor Code
PTI insurance package, and annual health check
Annual leave and 02 sick leave days per year
An English-speaking environment
An open culture that spurs creativity, innovation, and inclusivity
A variety of training courses for your career development
Diverse activities to foster relationships, including company trips, year-end party, employees‘ birthdays
An open-space office, a cafeteria, and a range of modern equipment
Other allowances from referrals and special occasions (weddings, seniority, and new-born baby)

WORK LOCATION: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, HCMC

WORKING HOURS: 9PM – 6AM (Mon – Fri). This position involves direct client interaction within the US, with working hours aligned to the US time zone. Please note that the schedule may be adjusted during US Daylight Saving Time.

We welcome talents to apply by Clicking “APPLY” button below

At Innovature, we are proud to be an equal opportunities employer.

We believe in making decisions about our employees’ careers based solely on their ability to perform and grow within their roles, regardless of gender, nationality, ethnic origin, religion or belief, disability, age, sexual orientation, and identity.

We are committed to building a culture where every individual feels respected and valued. We strive to create an environment free from discrimination and harassment, where all voices are heard, and everyone has the opportunity to thrive.

Our dedication to fostering a diverse, equitable, inclusive, and accessible workplace is central to our mission.

Find out about our company’s life here:

Youtube: innovatureconsulting1685

Fanpage: lifeatinnovature.vn

Tiktok: @lifeatinnovature

Linkedin: innovature-consulting