Deskripsi Pekerjaan
Are you a customer service leader with a passion for logistics excellence? J&T Cargo is seeking a highly motivated and experienced Customer Service Supervisor to join our expanding team in Palu. As a key player in the logistics and transport industry, we pride ourselves on our motto: 'Deliver Bigger'. In this role, you will be the backbone of our customer experience, overseeing daily operations to ensure that our service standards remain industry-leading.
You will lead a team of dedicated customer service representatives, managing inquiries, resolving complex client issues, and optimizing processes to drive customer satisfaction. We are looking for someone who thrives in a fast-paced environment and possesses strong analytical skills to translate feedback into actionable operational improvements. If you are ready to elevate your career and grow with one of the most dynamic logistics companies in Indonesia, we invite you to apply.
Tanggung Jawab
- Lead, mentor, and supervise the daily activities of the Customer Service team to ensure high performance and service excellence.
- Act as the primary point of escalation for complex customer inquiries or complaints, ensuring timely and professional resolution.
- Monitor and analyze team performance metrics (KPIs) to identify gaps and implement effective training programs.
- Collaborate with the operations and warehouse departments to streamline shipment tracking and problem-solving processes.
- Maintain internal standard operating procedures (SOPs) to ensure consistent service quality across the Palu branch.
- Prepare regular reports on customer feedback, issue logs, and team productivity for regional management.
- Foster a positive team culture and ensure all team members are updated on company policies and logistics service updates.
Kualifikasi
- Minimum of 2-3 years of experience in a customer service supervisory or leadership role, preferably within the logistics, cargo, or transport sector.
- Bachelor’s degree in Business Administration, Communication, Logistics, or a related field.
- Excellent communication skills in both Bahasa Indonesia and English (written and verbal).
- Strong proficiency in using CRM software and Microsoft Office Suite (especially Excel).
- Demonstrated ability to handle high-pressure situations and resolve conflicts effectively.
- Strong analytical mindset with the ability to interpret service data and improve processes.
- Willingness to be based in Palu, Sulawesi Tengah.