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.
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:
Participate in internal audits and quality checks to ensure team and individual work quality.
Adhere to established workflows, Standard Operating Procedures (SOPs), and other tasks promptly, accurately, and consistently.
Continuously follow, maintain, and update SOPs.
Manage customer inquiries and provide support for product or service- related issues, technical problems, and account inquiries.
Team Management Tasks:
Generate reports and metrics on team performance and management for direct management‘s review.
Perform other ad- hoc tasks as assigned by management.
Monitor team performance, establish targets, and provide constructive feedback to assist team members in achieving their objectives.
Offer guidance, direction, and leadership to team members, ensuring a clear understanding of roles and responsibilities.
Participate in the interview and recruitment processes for the team and contribute to the training of new team members.
Ensure team members comply with quality standards and meet performance metrics.
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.
WHAT WE ARE LOOKING FOR:
Must Have:
Exhibits a strong sense of urgency and the ability to multitask effectively.
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.
Possesses a minimum of 2- 3 years of experience in Customer Service.
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:
PTI insurance package, and annual health check
An open culture that spurs creativity, innovation, and inclusivity
Social insurance and healthcare insurance upon Vietnam Labor Code
13th month Tet bonus & bi- annual performance bonus
An English- speaking environment
Other allowances from referrals and special occasions (weddings, seniority, and new- born baby)
A variety of training courses for your career development
Annual salary review
Diverse activities to foster relationships, including company trips, year- end party, employees‘ birthdays.
A competitive monthly salary based on your ability.
Attractive employee awards: Employee of Year, Semi- Annual outstanding employee
An open- space office, a cafeteria, and a range of modern equipment
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).
