Deskripsi Pekerjaan
Are you a seasoned customer experience professional looking to take the next step in your career? We are looking for a dynamic Customer Service Assistant Manager to oversee our digital support operations. In this pivotal role, you will be the bridge between our frontline support team and management, ensuring that every customer interaction across our digital touchpoints reflects our commitment to excellence.
You will be responsible for streamlining workflows, coaching team members, and maintaining high performance standards in a fast-paced environment. The ideal candidate is someone who thrives on resolving complex issues, analyzing performance metrics, and fostering a culture of empathy and efficiency within the team. If you are passionate about digital engagement and have a proven track record in leadership within a customer service or contact center environment, we would love to meet you.
Tanggung Jawab
- Supervise and manage daily operations for digital customer service channels, including email and social media platforms.
- Provide mentorship, coaching, and performance feedback to the customer service team to ensure high-quality service delivery.
- Analyze customer feedback and operational data to identify trends and implement service improvements.
- Handle escalated customer queries and complex complaints with professional diplomacy and tact.
- Develop and maintain standard operating procedures (SOPs) to ensure consistent service standards.
- Coordinate with internal departments to resolve technical issues impacting customer satisfaction.
- Monitor team productivity levels and ensure adherence to response time SLAs (Service Level Agreements).
Kualifikasi
- Minimum 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or team lead capacity.
- Strong proficiency in managing digital support tools, ticketing systems, and social media management platforms.
- Excellent verbal and written communication skills in English.
- Proven ability to remain calm and decisive under pressure while managing multiple priorities.
- Demonstrated experience in data analysis and reporting on key performance indicators (KPIs).
- Strong leadership skills with the ability to inspire and motivate a diverse team.
- A customer-centric mindset with a passion for problem-solving and process optimization.