Deskripsi Pekerjaan
Ebliethos Indonesia is looking for a dedicated and experienced Customer Service Supervisor to lead our support team in Sleman. In this pivotal role, you will be responsible for the overall management and performance of the Customer Service department, ensuring that service standards are consistently met and exceeded. You will act as the bridge between the management team and the front-line agents, fostering a positive and productive work environment.
As a Supervisor CS, you will drive team excellence by mentoring staff, handling complex escalations, and analyzing performance metrics to implement continuous improvement strategies. We are seeking a leader who is passionate about customer satisfaction and possesses strong problem-solving skills to navigate high-pressure situations effectively. If you are ready to take your career to the next level and make a tangible impact on our service quality, we encourage you to apply.
Tanggung Jawab
- Oversee the daily operations and workflow of the Customer Service team to ensure efficiency.
- Conduct regular training sessions, coaching, and performance reviews to enhance agent skills and product knowledge.
- Monitor team performance against KPIs and SLA targets, providing constructive feedback for improvement.
- Handle escalated customer complaints and complex issues to ensure high satisfaction rates.
- Implement and optimize customer service processes and standard operating procedures (SOPs).
- Collaborate with other departments to ensure seamless communication and support delivery.
- Prepare and analyze reports regarding team performance, call volume, and customer feedback.
Kualifikasi
- Minimum of 2-3 years of experience in a Customer Service role, with at least 1 year in a supervisory or team lead position.
- Strong leadership skills with the ability to motivate and guide a diverse team.
- Excellent verbal and written communication skills in Indonesian and English.
- Proficiency in CRM software and Microsoft Office Suite (Excel, Word, PowerPoint).
- Strong problem-solving abilities and the capacity to make quick decisions under pressure.
- Detail-oriented with a focus on accuracy in reporting and data entry.
- Relevant certification in Customer Service Management or Leadership is a plus.