Deskripsi Pekerjaan
Are you a seasoned leader with a passion for excellence in customer experience? We are currently seeking a dynamic and results-oriented Customer Service Manager to join our expanding team in the Central Region. As we continue to scale, we are looking for a proactive individual who can not only manage daily operations but also inspire a team to deliver world-class service.
In this pivotal role, you will be the bridge between our customers and our strategic objectives. You will lead, mentor, and develop a high-performing team while driving process improvements to enhance customer satisfaction. If you thrive in a fast-paced environment and are committed to professional growth, we invite you to help us shape the future of our service excellence.
Tanggung Jawab
- Oversee end-to-end customer service operations to ensure high standards of quality and efficiency.
- Lead, mentor, and coach a team of customer service representatives to meet and exceed KPIs.
- Develop and implement training programs to improve service delivery and product knowledge.
- Analyze customer feedback and operational data to identify trends and actionable areas for improvement.
- Manage escalated customer issues and complex inquiries with professionalism and effective problem-solving.
- Collaborate with cross-functional departments to resolve systemic issues and enhance the overall customer journey.
- Maintain accurate reporting on team performance, service levels, and customer satisfaction metrics.
Kualifikasi
- Minimum 3-5 years of experience in a customer service leadership or supervisory role.
- Strong understanding of contact center operations, CRM software, and performance metrics.
- Proven ability to lead, motivate, and develop diverse teams in a fast-paced environment.
- Excellent verbal and written communication skills with a customer-centric mindset.
- Demonstrated ability to handle difficult situations with patience, empathy, and professionalism.
- Strategic thinker with a strong focus on continuous process improvement and innovation.
- Proficiency in Microsoft Office Suite and experience with modern helpdesk ticketing systems.