Deskripsi Pekerjaan
Join Sato Asia Pacific's dynamic team as a Customer Service Supervisor for our Global Helpdesk. In this pivotal role, you will lead frontline shift operations, ensuring exceptional customer service delivery while managing Service Level Agreements (SLAs) to meet organizational targets. As a supervisor, you will be responsible for coaching and developing customer service agents, fostering a positive and productive work environment that drives continuous improvement.
Your leadership will be instrumental in optimizing helpdesk operations, implementing best practices, and resolving escalated customer issues with efficiency and empathy. You will collaborate with cross-functional teams to identify opportunities for process enhancement and contribute to the overall success of our customer service initiatives. This position offers a unique opportunity to make a significant impact on customer satisfaction and team performance in a fast-paced global environment.
Sato Asia Pacific values innovation, teamwork, and customer-centricity, and we are looking for a dedicated professional who shares these values. If you are passionate about leading teams and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.
Tanggung Jawab
- Lead and supervise frontline customer service agents during assigned shifts
- Monitor and manage Service Level Agreements (SLAs) to ensure timely resolution of customer inquiries
- Coach, mentor, and develop agents to enhance their performance and skills
- Handle escalated customer issues with professionalism and empathy
- Implement and maintain quality assurance standards for customer interactions
- Collaborate with cross-functional teams to improve helpdesk processes
- Generate and analyze performance reports to identify areas for improvement
- Foster a positive team culture that promotes employee engagement and satisfaction
Kualifikasi
- Minimum of 3-5 years of experience in customer service or call center environment
- Previous supervisory or team leadership experience preferred
- Strong communication and interpersonal skills with ability to coach and motivate
- Excellent problem-solving abilities and decision-making skills
- Proficiency with customer service software and CRM systems
- Ability to work in a fast-paced environment with multiple priorities
- Strong organizational skills with attention to detail
- Knowledge of SLA management and quality assurance processes