Deskripsi Pekerjaan
Are you a seasoned leader with a passion for excellence in client relations? PT. Fohoway International Indonesia, a rapidly expanding global leader with 46 branches worldwide, is seeking a high-energy Customer Service Manager to oversee our operations in Jakarta Pusat. In this pivotal role, you will be the heartbeat of our customer experience strategy, ensuring that our commitment to quality and health-wellness service remains industry-leading.
The successful candidate will lead, mentor, and inspire our customer support team to resolve inquiries with efficiency and empathy. We are looking for a strategic thinker who can turn feedback into actionable insights and optimize our service workflows to match our global standards. If you are a results-driven professional who thrives in a fast-paced, international environment, we invite you to join our growth journey.
Tanggung Jawab
- Lead and coach the customer service department to meet daily performance KPIs and service quality standards.
- Develop and implement innovative customer experience strategies to enhance client retention and satisfaction.
- Manage escalated customer complaints professionally and resolve them with a focus on long-term relationship building.
- Collaborate with cross-functional teams to streamline operational processes and improve communication flow.
- Analyze weekly/monthly reports on service metrics and present actionable insights to senior management.
- Maintain deep knowledge of company product lines and services to provide accurate and effective team training.
- Ensure compliance with company policies and local regulations across all customer interactions.
Kualifikasi
- Minimum of 3-5 years of experience in customer service management, preferably within an international company environment.
- Proven track record in team leadership, training, and talent development.
- Exceptional verbal and written communication skills in both Indonesian and English.
- Strong analytical mindset with the ability to interpret data and drive operational improvements.
- Proficiency in CRM software and standard office productivity tools (Microsoft Office/Google Workspace).
- Ability to remain calm under pressure and make sound, independent decisions.
- Strong interpersonal skills and a commitment to professional growth and excellence.