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Customer Service Agent – English Speaker

Innovature BPO is looking for a Inbound Call Center agent (English speaking). 

The Inbound Call Center agent is responsible for providing effective customer service for customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Job Description and Objectives

  • Serve as a point of contact for inbound customer or employee questions, requests and incidents
  • Provide customers with exceptional service by understanding their needs and requirements, offering accurate, thoughtful, and timely solutions.
  • Work closely with the on-site Community Management and Remote technology teams to ensure requests are being met in a timely and accurate manner.
  • Have a full understanding of our products, and services
  • Liaise with cross-functional departments if the request requires additional team collaboration to solve
  • Quickly escalate urgent requests and questions through appropriate channels
  • Partner with larger support team to deliver feedback and suggestions to improve customer experience
  • Use knowledge base articles to assist with responses
  • Adhere to the SLA’s and Policies set in place
  • Evaluate and educate team customers on practices that maximize their working efficiency.
  • Identify chronic or recurring issues partnering with other technology teams for a resolution.
  • Ability to use discretion and independent judgment in evaluating problems for customers and employees.

We’d love to hear from you if you meet the qualifications below:

  • At least 1 year of customer service-related work experience
  • Excellent communication, writing, and verbal skills
  • Excellent organizational and multitasking skills
  • Experience using cloud-based software platforms; technologically savvy
  • Experience with phone support for customer and employees
  • Demonstrate responsibility, accountability, empathy, and high emotional intelligence
  • Ability to think critically and analytically to offer proactive ideas and solutions that influence change
  • Possess genuine care for people and patience in hearing customer concerns, requests, and questions
  • Knowing you have the opportunity to shape their experience
  • Communicate in an open, collaborative way that fosters teamwork

Nice to have:

  • Experience with but not limited to Salesforce, Google for Business, Microsoft Active Directory, Jira, SSO, Remote Support Tools, Confluence, Jamf, Intune
  • Familiarity with iOS/Android OS/Windows mobile platforms
  • Familiarity with chat/messaging applications
  • Familiarity with wireless technologies
  • Experience troubleshooting IT related issues
  • Basic knowledge of VOIP, and enterprise cloud-based phone systems

Benefits

  • 13th Salary, Performance bonus
  • Annual salary review, Employee of the year award
  • Birthday leave, Annual leave, Sick leave
  • Medical Insurance, Yearly medical health check, Employee’s birthday
  • Training programs
  • Seniority bonus, Referral bonus, Wedding, Funeral, New born baby
  • Outing trip, Year End Party, Mid-Autumn, Christmas event

Work location

REE Tower, 9 Doan Van Bo Street, Ward 13, District 4, HCMC

Working hours

From 9AM – 6PM Monday through Friday