Deskripsi Pekerjaan
Are you an experienced leader passionate about delivering exceptional customer experiences? Uwinfly is seeking a dedicated Customer Service Manager to oversee our operations in Semarang. In this pivotal role, you will be responsible for steering our customer support team to achieve excellence, ensuring high satisfaction rates, and driving continuous process improvements within the banking and financial services sector.
As the Manager of Customer Service, you will serve as the bridge between our clients and our internal teams. You will develop strategies to enhance service quality, manage daily operations, and mentor staff to foster a culture of professionalism and efficiency. We offer a competitive salary package and a dynamic work environment where your leadership will directly impact our company's growth and reputation.
Tanggung Jawab
- Lead, mentor, and manage a team of customer service representatives to ensure high performance and morale.
- Develop, implement, and monitor Customer Service policies and procedures to align with company goals.
- Analyze key performance indicators (KPIs) and service metrics to identify areas for improvement.
- Handle complex escalations and resolve critical customer issues with empathy and professionalism.
- Conduct regular performance reviews and training sessions to enhance team skills and product knowledge.
- Collaborate with other departments to streamline workflows and resolve inter-departmental issues.
Kualifikasi
- Bachelor’s degree in Business Administration, Communication, Finance, or a related field.
- Minimum of 3-5 years of experience in a Customer Service Manager or Supervisory role.
- Strong leadership skills with the ability to motivate and develop a team.
- Excellent verbal and written communication skills in English and Indonesian.
- Proficiency in CRM software, Microsoft Office Suite, and ticketing systems.
- Understanding of banking and financial services standards is highly preferred.