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!

POSITION: CUSTOMER SERVICE MANAGER

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 seeking an experienced and dedicated Customer Service Manager to join our dynamic company. The ideal candidate will be responsible for overseeing the customer service department, ensuring outstanding service delivery, and maintaining high levels of customer satisfaction. This role requires a strategic thinker with excellent leadership skills and a passion for delivering exceptional customer experiences.

Team Leadership:

• Supervise, mentor, and motivate a team of customer service representatives.
• Conduct regular team meetings to update staff on best practices and continuous improvement initiatives.
• Provide ongoing training and development opportunities to ensure staff are well-equipped to handle customer inquiries effectively.

Customer Service Operation:

• Develop and implement customer service policies, procedures, and standards.
• Monitor and manage daily operations to ensure efficiency and adherence to service level agreements (SLAs).
• Handle escalated customer complaints and resolve issues promptly to maintain customer satisfaction.
• Maybe required to act as back-up staff when turnover occurs.

Performance Management:

• Establish performance metrics for the customer service team and conduct regular performance evaluations.
• Analyze performance data and customer feedback to identify areas for improvement.
• Implement strategies to enhance service quality and operational efficiency.

Client Relations:

• Serve as the primary point of contact for clients regarding customer service-related matters.
• Develop strong relationships with clients, understanding their needs and ensuring our services meet or exceed their expectations.
• Prepare and present regular reports to clients on service performance and improvements.
• Address client inquiries, resolve issues, and proactively identify opportunities to enhance client satisfaction and expand service offerings.

Process Improvement and Compliance:

• Stay updated with industry trends and best practices in customer service.
• Propose and implement innovative solutions to improve customer service processes and technology.
• Lead or participate in cross-functional projects aimed at enhancing customer service delivery.
• Develop department and individual SLAs and KPIs, and execution plan for team members to follow through.

Budget and Resource Management

• Develop and manage the customer service department budget.
• Allocate resources effectively to meet service demand and maintain cost-efficiency.
• Ensure the department has the necessary tools and technologies to perform effectively.

WHAT WE ARE LOOKING FOR:

Qualifications:

• Bachelor‘s degree in Business Administration, Management, or a related field. A Master’s degree is a plus.
• Minimum of 5 years of experience in a customer service role, with at least 3 years in a managerial or supervisory position.
• Proven experience in an outsourcing 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
• Social insurance and healthcare insurance upon Vietnam Labor Code
• PTI insurance package, and annual health check
• 12+ Annual leaves + 2 Sick leaves
• 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