Job Summary 

We are looking for a Customer Service Specialist to join a dedicated customer service team supporting a fast-growing European e-commerce client. 

The role is primarily responsible for handling customer enquiries via Live Chat, providing fast and accurate support, and ensuring a high-quality customer experience. 

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:  

1. Customer Support

• Handle customer enquiries through Live Chat in a professional and friendly manner.
• Provide accurate information regarding orders, products, delivery, returns, refunds, and general enquiries.
• Follow up on customer issues and escalate complex cases when required.
• Maintain a professional, helpful, and customer-focused communication style.

2. E-commerce Operations

• Support customers using Shopify to check order and customer information.
• Use HubSpot / CRM / ticketing systems to manage customer interactions and cases.
• Follow SOPs, workflows, and escalation procedures. 

3. AI & Tools

• Work with AI Chat / AI-assisted tools to improve response speed and efficiency.
• Use Slack for internal communication and team collaboration. 

4. Quality & Performance

• Meet targets for SLA, response time, CSAT, QA, FCR, and productivity.
• Maintain high accuracy and consistency in customer responses.
• Escalate urgent or sensitive issues to the Team Leader promptly. 

WHAT WE ARE LOOKING FOR:  

Must have

• 3+ year of experience in Customer Service, Chat Support.
• Fluent English – strong written communication skills.
• Experience with CRM System such as Shopify, HubSpot, ....

Nice to Have

• E-commerce customer service experience is a plus.
• Experience handling Live Chat is preferred.
• Basic to good knowledge of AI tools, and Slack.

Work Behavior

• Strong typing, communication, and problem-solving skills.
• Smart, proactive, detail-oriented, and quick to learn.
• Able to follow SOPs while also using good judgment to solve customer issues.
• Comfortable working independently on a night shift.
• Strong ownership and commitment to customer experience. 

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  
• 12 Annual leaves + 2 Sick leaves 
• Annual salary review  
• Attractive employee awards  
• 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: The District Tower, 159C De Tham, Cau Ong Lanh Ward, HCMC. 

WORKING HOURS: 10AM – 7PM (Mon – Fri) or 6PM – 3AM (Mon – Fri) 

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