Deskripsi Pekerjaan
Join Onward Worldwide Management & Consultancy as a Customer Service Manager and lead transformative initiatives in our dynamic service delivery ecosystem. This pivotal role empowers you to architect world-class customer experiences by designing comprehensive SLA frameworks, developing cutting-edge training methodologies, and optimizing 24/7 operational models. You'll spearhead pre-launch strategies that set industry benchmarks for service excellence while building resilient teams capable of delivering exceptional support across multiple channels. The position offers a unique opportunity to shape our service culture through data-driven decision-making, process innovation, and continuous improvement initiatives.
We seek a visionary leader who thrives in fast-paced environments and is passionate about elevating customer satisfaction to new heights. Your contributions will directly impact our brand reputation and operational efficiency, making this ideal for candidates who excel at translating strategic goals into actionable plans. If you're ready to drive meaningful change in customer service operations, we invite you to bring your expertise to our growing team.
Tanggung Jawab
- Design and implement comprehensive SLA targets aligned with business objectives and customer expectations
- Develop standardized training programs and performance metrics for customer service teams
- Create efficient 24/7 shift coverage models ensuring optimal resource allocation
- Lead, mentor, and develop high-performing customer service teams
- Monitor service quality metrics and implement continuous improvement initiatives
- Collaborate with cross-functional teams to enhance service delivery processes
- Manage escalations and resolve complex customer issues with innovative solutions
Kualifikasi
- Bachelor's degree in Business Administration, Management, or related field
- Minimum 5 years of progressive customer service management experience
- Proven expertise in designing SLA frameworks and training methodologies
- Strong leadership skills with demonstrated team development capabilities
- Experience managing 24/7 operations and shift scheduling models
- Advanced analytical skills for service performance optimization
- Proficiency in customer service software and CRM platforms
- Excellent communication and conflict resolution abilities