Deskripsi Pekerjaan
Are you a dynamic leader with a passion for excellence in logistics and customer satisfaction? J&T Cargo is looking for an experienced and proactive Customer Service Supervisor to join our team in Manado. As a leader in the cargo and logistics industry, we are committed to 'Delivering Bigger' by providing top-tier service standards to our clients.
In this role, you will be the bridge between our operations and our customers, ensuring that every shipment journey is handled with care and efficiency. You will lead a dedicated team of customer service representatives, drive performance metrics, and foster a culture of problem-solving and excellence. If you are ready to elevate your career and grow with one of Indonesia’s fastest-growing logistics companies, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and supervise the daily activities of the Customer Service team in Manado to ensure high-quality service delivery.
- Monitor and analyze service performance KPIs, including response times, resolution rates, and customer satisfaction scores.
- Handle escalated customer inquiries, complaints, and complex shipment issues with professionalism and urgency.
- Collaborate closely with operations, warehouse, and courier teams to resolve delivery discrepancies.
- Conduct regular training sessions and performance evaluations to enhance team efficiency and product knowledge.
- Prepare comprehensive reports on service trends, feedback, and operational bottlenecks for management.
- Ensure strict adherence to company SOPs and maintain high standards of communication across all channels.
Kualifikasi
- Minimum of 2-3 years of experience in Customer Service, preferably in the logistics, supply chain, or retail industry.
- At least 1 year of experience in a supervisory or team lead capacity.
- Bachelor’s degree in Business, Management, Communications, or a related field.
- Strong leadership skills with the ability to motivate and manage a diverse team.
- Excellent verbal and written communication skills in Bahasa Indonesia and preferably English.
- Proficient in MS Office and familiar with CRM or logistics management software.
- Strong problem-solving mindset and ability to perform well under pressure.
- Willingness to be based in Manado, Sulawesi Utara.