POSITION: CUSTOMER SERVICE TEAM LEAD
WHO WE ARE:
Innovature BPO provides business and technology outsourcing services to clients in North America and Asia Pacific Region. We enable clients to become high- performance businesses and create long- term relationships by helping drive productivity and efficiency while delivering measurable results. Our commitment is to attract, develop and retain the best talents for our business, challenge our people, demonstrate “can- do” attitude and foster a collaborative and mutually supportive environment.
WHAT YOU WILL BE DOING:
Customer Service Tasks:
Adhere to Standard Operating Procedures (SOPs) and update them as necessary.
Maintain up- to- date and accurate employee records, paperwork, and forms.
Oversee the background investigation process for all new hires.
Ensure timely, accurate, and consistent data entry of employee information into the information system.
Proactively escalate issues to managers/supervisors when needed.
Complete online workflow activities promptly and consistently.
Team Management Tasks:
Ensure team members comply with quality standards and meet performance metrics.
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.
Offer guidance, direction, and leadership to team members, ensuring a clear understanding of roles and responsibilities.
Monitor team performance, establish targets, and provide constructive feedback to assist team members in achieving their objectives.
Participate in the interview and recruitment processes for the team and contribute to the training of new team members.
Identify training needs, arrange training opportunities, and support team members in enhancing their skills and knowledge.
Generate reports and metrics on team performance and management for direct management&039;s review.
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.
Demonstrates a willingness to continuously learn and adapt to new conditions.
Proficient in using Outlook, Excel, and Adobe Acrobat.
Exhibits a strong sense of urgency and the ability to multitask effectively.
Demonstrates an excellent command of English communication (both written and verbal) to facilitate training and maintain regular communication/reporting with the client&039;s team.
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:
An English- speaking environment
An open- space office, a cafeteria, and a range of modern equipment
PTI insurance package, and annual health check
Other allowances from referrals and special occasions (weddings, seniority, and new- born baby)
A competitive monthly salary based on your ability
Diverse activities to foster relationships, including company trips, year- end party, employees&039; birthdays
A variety of training courses for your career development
13th month Tet bonus & bi- annual performance bonus
An open culture that spurs creativity, innovation, and inclusivity
Social insurance and healthcare insurance upon Vietnam Labor Code
Attractive employee awards: Employee of Year, Semi- Annual outstanding employee
Annual salary review
WORKING HOURS: Mon – Fri, Night shift (9PM – 6AM)
WORK LOCATION: 9th Floor, Ree Tower, 9 Doan Van Bo, Ward 13, District 4, HCMC
