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 Supervisor (Non-voice)
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 partnerships. Our vision is to connect Vietnamese talents to global labor market demands.
In 2021, Innovature BPO was proudly recognized as 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: As a Supervisor, the successful candidate will have a 2-part responsibility including working on customer service tasks to our US client and managing the team to ensure service quality and people management. Main responsibilities include but not limited to:
Customer Service Tasks:
- Adhere to established workflows, Standard Operating Procedures (SOPs), and other tasks promptly, accurately, and consistently.
- Manage customer inquiries and provide support for product or service-related issues, technical problems, and account inquiries.
- Continuously follow, maintain, and update SOPs.
- Participate in internal audits and quality checks to ensure team and individual work quality.
Team Management Tasks:
- Monitor team performance, establish targets, and provide constructive feedback to assist team members in achieving their objectives.
- Ensure team members comply with quality standards and meet performance metrics.
- Offer guidance, direction, and leadership to team members, ensuring a clear understanding of roles and responsibilities.
- Identify training needs, arrange training opportunities, and support team members in enhancing their skills and knowledge.
- Act as the primary point of contact for clients regarding team service quality and management matters. Address and resolve team-related issues and proactively escalate issues to higher management when necessary.
- Generate reports and metrics on team performance and management for direct management‘s review.
- Participate in the interview and recruitment processes for the team and contribute to the training of new team members.
- Perform other ad-hoc tasks as assigned by management.
WHAT WE ARE LOOKING FOR:
Must Have:
- Possesses a minimum of 2-3 years of experience in Customer Service.
- Proficient in using Outlook, Excel, and Adobe Acrobat.
- Demonstrates an excellent command of English communication (both written and verbal) to facilitate training and maintain regular communication/reporting with the client‘s team.
- Demonstrates a willingness to continuously learn and adapt to new conditions.
- Exhibits a strong sense of urgency and the ability to multitask effectively.
Nice to have:
- Previous experience in team management positions is preferred.
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
- Annual salary review
- Attractive employee awards: Employee of Year, Semi-Annual outstanding employee
- Social insurance and healthcare insurance upon Vietnam Labor Code
- PTI insurance package, and annual health check
- 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: Mon – Fri, Afternoon shift (2PM – 11PM). Willing to work night shifts occasionally (9PM - 6AM).
We welcome talents to by clicking the APPLY button
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
