Deskripsi Pekerjaan
Join Mister Mobile's dynamic team as a Customer Service Manager and lead our Customer Service Specialist (CSS) team to new heights of excellence. In this pivotal role, you'll bridge the gap between our retail operations and customers, ensuring every interaction delivers exceptional experiences. You'll be responsible for driving service innovation, optimizing contact centre workflows, and developing high-performing teams that embody our commitment to customer satisfaction. This position offers the opportunity to shape our service strategy while mentoring talent and implementing data-driven improvements to elevate our retail-customer connection. If you're a visionary leader passionate about transforming service delivery, apply now to make a tangible impact at Mister Mobile.
Tanggung Jawab
- Lead, mentor, and develop a team of Customer Service Specialists to achieve performance targets and service excellence
- Oversee daily contact centre operations, ensuring efficient handling of customer inquiries and escalations
- Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs)
- Collaborate with retail operations to align customer service strategies and enhance the omnichannel experience
- Analyze customer feedback and operational data to identify improvement opportunities
- Develop and execute training programs to enhance team skills and product knowledge
- Manage customer complaint resolution processes and ensure timely, satisfactory outcomes
- Foster a positive team culture that promotes continuous improvement and innovation
Kualifikasi
- Bachelor's degree in Business Administration, Marketing, or related field (or equivalent experience)
- Minimum 5 years of customer service experience with 2+ years in team leadership
- Proven track record of managing contact centre operations and performance metrics
- Strong problem-solving skills with ability to handle complex customer escalations
- Excellent communication and interpersonal skills with coaching/mentoring abilities
- Proficiency in CRM systems and contact centre technologies
- Experience in retail customer service environments preferred
- Strong analytical skills with data-driven decision-making capabilities