Deskripsi Pekerjaan
Join one of the fastest-growing multinational companies in the software communication solutions industry as a Customer Support Manager in Jakarta Raya. This permanent role offers an exciting opportunity to lead and develop a dynamic customer support team dedicated to delivering exceptional service to our global client base.
As a Customer Support Manager, you will be instrumental in shaping the customer experience strategy, implementing best practices, and ensuring that our clients receive prompt, effective solutions to their technical challenges. You'll work closely with cross-functional teams to resolve complex issues, improve service quality, and drive customer satisfaction metrics.
We are looking for a results-oriented leader with a passion for customer service excellence and experience in managing support teams in the technology sector. The ideal candidate will thrive in a fast-paced environment and possess the skills to mentor, motivate, and develop team members while maintaining a strong focus on achieving service level agreements and customer retention goals.
Tanggung Jawab
- Lead, mentor, and develop a team of customer support specialists
- Develop and implement customer service strategies and best practices
- Monitor and improve team performance metrics, including response times and resolution rates
- Handle escalated customer issues and ensure timely resolution
- Collaborate with product and engineering teams to address product issues
- Develop training programs to enhance team knowledge and skills
- Analyze customer feedback to identify trends and opportunities for service improvement
- Prepare regular reports on team performance and customer satisfaction metrics
Kualifikasi
- Bachelor's degree in Business, IT, or related field (Master's preferred)
- Minimum 5 years of experience in customer support, with at least 2 years in a managerial role
- Proven experience leading and developing high-performing support teams
- Strong knowledge of customer service principles and best practices
- Excellent communication, interpersonal, and leadership skills
- Experience with CRM systems and customer support software
- Problem-solving abilities with a customer-centric approach
- Fluency in English and Bahasa Indonesia; proficiency in other languages is a plus