Deskripsi Pekerjaan
Are you a customer-obsessed leader ready to shape the future of urban living? Rukita is currently seeking a dynamic and results-driven Customer Service Lead to join our team in Jakarta Pusat. As a leader in the co-living industry, we pride ourselves on providing seamless, high-quality experiences to our residents, and your role will be pivotal in maintaining those standards.
In this position, you will oversee daily customer service operations, lead a high-performing team, and implement strategies to enhance overall satisfaction. You will be the point of escalation for complex issues, ensuring that every concern is resolved with empathy, efficiency, and professionalism. If you possess a sharp eye for process improvement and a passion for mentoring talent, we want to hear from you.
Tanggung Jawab
- Lead and motivate a team of customer service associates to exceed performance targets and KPIs.
- Monitor and manage daily service operations to ensure consistent SLA achievement across all communication channels.
- Serve as the final point of escalation for complex customer disputes, resolving them with long-term retention in mind.
- Analyze customer feedback data to identify recurring pain points and propose actionable process improvements.
- Collaborate with cross-functional departments, including Operations and Product, to resolve systemic service issues.
- Conduct regular coaching sessions and performance reviews to foster professional growth within the team.
- Develop and maintain internal knowledge bases and service manuals to standardize customer interactions.
- Ensure high-quality standards are met by performing regular quality assurance audits on support tickets and calls.
Kualifikasi
- Bachelor’s degree in Business, Management, Communications, or a related field.
- Minimum 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.
- Proven track record of managing team performance and achieving ambitious service-level targets.
- Excellent verbal and written communication skills in both Indonesian and English.
- Strong analytical skills with the ability to interpret data and translate it into operational improvements.
- Expertise in utilizing CRM tools (e.g., Zendesk, Salesforce) and ticketing systems.
- High level of emotional intelligence, patience, and ability to handle high-pressure environments.
- Previous experience in the property tech, hospitality, or startup industry is highly preferred.