Deskripsi Pekerjaan
We are seeking a dynamic and experienced Customer Service Senior Manager to lead our customer service operations at Agres Info Technology in Jakarta Utara. This is an exciting opportunity for a seasoned professional to drive customer satisfaction and operational excellence in a fast-paced technology environment.
As the Customer Service Senior Manager, you will be responsible for overseeing all aspects of our customer service department, ensuring alignment with company objectives and delivering exceptional service experiences. You will lead a dedicated team, implement best practices, and develop strategies that enhance customer loyalty and operational efficiency.
The ideal candidate will bring proven leadership experience in customer service management, with a strong track record of achieving measurable results. You should possess excellent communication skills in both Indonesian and English, with the ability to analyze data and make informed decisions that drive continuous improvement.
This role offers the opportunity to make a significant impact on our organization's success while working in a collaborative and innovative environment. If you are passionate about delivering outstanding customer experiences and leading high-performing teams, we encourage you to apply.
Tanggung Jawab
- Develop and implement customer service strategies aligned with company goals and objectives
- Lead and mentor a team of customer service representatives to achieve performance targets
- Monitor and analyze customer service metrics to identify areas for improvement and optimization
- Handle escalated customer complaints and issues, ensuring timely and satisfactory resolutions
- Collaborate with cross-functional teams to enhance customer experience and process efficiency
- Establish and maintain standard operating procedures for customer service operations
- Prepare regular reports on customer service performance for senior management review
Kualifikasi
- Bachelor's degree in Business Administration, Communications, or related field
- Minimum 5 years of experience in customer service management, preferably in the technology sector
- Proven track record of managing and developing high-performing customer service teams
- Strong analytical skills with experience in data-driven decision making
- Excellent communication and interpersonal skills in Indonesian and English
- Familiarity with CRM systems and customer service best practices
- Demonstrated ability to handle multiple priorities and meet deadlines in a fast-paced environment
- Problem-solving mindset with a focus on continuous improvement and customer satisfaction