Deskripsi Pekerjaan
Eigerindo Multi Product Industry, a renowned leader in outdoor and lifestyle products across Indonesia, is searching for a highly motivated and experienced Customer Service Team Leader to join our vibrant team in Kabupaten Bandung, Jawa Barat. This critical role places you at the heart of our customer experience operations, where you will be instrumental in fostering loyalty and ensuring top-tier service delivery.
As a Customer Service Team Leader, you will take charge of leading, coaching, and motivating a team of dedicated customer service representatives. Your primary mission will be to coordinate daily operations, implement best practices, and continuously elevate service standards to achieve outstanding customer satisfaction. You'll be the champion of our customers, ensuring their queries are resolved efficiently and pleasantly, while also empowering your team to excel in every interaction.
We are looking for an individual who is passionate about people, process, and performance. If you have a proven track record in customer service leadership, possess excellent communication skills, and are driven by a desire to create an exceptional customer journey, then Eigerindo is the place for you. Join a company that values innovation, teamwork, and making a positive impact, both for our customers and our community. Make your mark with Eigerindo and help us continue to build lasting relationships with our valued customers!
Tanggung Jawab
- Lead, coach, and motivate a team of customer service representatives to achieve performance targets and provide exceptional service.
- Oversee daily customer service operations, ensuring efficient workflow and adherence to company policies and procedures.
- Monitor team performance, provide constructive feedback, and conduct regular performance reviews.
- Handle escalated customer inquiries and complaints with professionalism and a resolution-oriented approach.
- Develop and implement training programs to enhance team skills and product knowledge.
- Analyze customer feedback and operational data to identify areas for improvement and implement effective solutions.
- Collaborate with other departments to ensure seamless customer experience and support product development.
- Prepare regular reports on team performance, customer satisfaction, and operational metrics.
Kualifikasi
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of experience in customer service, with at least 2 years in a leadership or supervisory role.
- Proven ability to lead, mentor, and develop a high-performing team.
- Exceptional communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service best practices and metrics.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work effectively in a fast-paced and dynamic environment.
- Fluency in Bahasa Indonesia and English (written and verbal).