Deskripsi Pekerjaan
Elevate Your Career with J&T Cargo
Are you a dynamic leader with a passion for excellence in customer service? J&T Cargo is seeking a highly motivated CS Supervisor to lead our customer service operations in Manado, Sulawesi Utara. As a key member of our regional team, you will embody our motto to 'Deliver Bigger,' ensuring that our logistical solutions meet and exceed the expectations of our diverse clientele.
In this strategic role, you will not only manage daily operations but also serve as a mentor and coach to our customer service representatives. You will be responsible for maintaining high service standards, analyzing performance metrics, and implementing innovative solutions to improve the customer journey. This position requires a proactive individual who can thrive in the fast-paced world of logistics while maintaining a calm and professional demeanor under pressure.
By joining J&T Cargo, you become part of a rapidly growing global network. We provide a collaborative work environment where your insights are valued, and your professional growth is a priority. If you are ready to drive customer satisfaction to new heights in the Manado region, we encourage you to apply and help us shape the future of logistics in Indonesia.
Tanggung Jawab
- Lead and supervise the daily operations of the Customer Service team in the Manado branch to ensure high-quality service delivery.
- Act as the primary point of escalation for complex customer inquiries, providing timely and effective resolutions.
- Monitor, track, and report on key performance indicators (KPIs) including response times, resolution rates, and customer satisfaction scores.
- Develop and implement ongoing training programs to enhance the skills and product knowledge of CS staff.
- Collaborate closely with the operations and warehouse departments to ensure seamless end-to-end delivery processes.
- Conduct regular performance reviews and provide constructive feedback to team members to foster professional development.
- Maintain and update customer service protocols and SOPs in alignment with corporate standards.
- Analyze customer feedback trends to identify areas for service improvement and operational efficiency.
Kualifikasi
- Bachelor’s Degree in Communications, Management, Business Administration, or a related field.
- Minimum of 3 years of experience in Customer Service, with at least 1 year in a supervisory or leadership capacity.
- Proven experience in the logistics, supply chain, or e-commerce industry is highly preferred.
- Excellent communication and interpersonal skills, with the ability to manage diverse stakeholders.
- Strong analytical and problem-solving abilities with a data-driven mindset.
- Proficiency in Microsoft Office Suite (especially Excel) and CRM software.
- Deep understanding of the local market and geography in Manado and Sulawesi Utara.
- Ability to work flexibly in a high-pressure, fast-paced logistics environment.