Deskripsi Pekerjaan
Are you a natural leader with a passion for delivering exceptional customer experiences? Join the team at Mekari Qontak, Indonesia's leading Customer Relationship Management (CRM) and messaging platform. We are looking for a dynamic Customer Support Supervisor to lead our support operations in Jakarta. In this pivotal role, you will oversee a team of dedicated support agents, ensuring they are equipped to help thousands of Indonesian businesses streamline their customer interactions. You will act as the bridge between our customers and the product, handling complex escalations and driving team performance to new heights. Be part of an innovative ecosystem that is transforming the digital landscape of the country.
Tanggung Jawab
- Lead, mentor, and coach a team of customer support representatives to ensure high service standards and team morale.
- Handle escalated, complex, and VIP customer inquiries with empathy and professionalism.
- Monitor team performance metrics (CSAT, FRT, First Contact Resolution) and implement strategies to meet or exceed KPIs.
- Conduct regular training sessions, quality assurance reviews, and 1-on-1 feedback meetings.
- Analyze customer feedback and support trends to recommend product improvements to the internal teams.
- Collaborate cross-functionally with Product, Sales, and Technical teams to resolve systemic issues.
- Manage daily workflow and ensure efficient allocation of resources within the support team.
Kualifikasi
- Minimum 3-5 years of experience in a customer support role, with at least 2 years in a supervisory or team lead capacity.
- Experience working within a SaaS or Technology environment is highly preferred.
- Strong leadership skills with the ability to motivate and develop team members.
- Excellent written and verbal communication skills in Indonesian and English.
- Proven ability to handle high-pressure situations and resolve conflicts effectively.
- Proficiency in CRM tools and support ticketing systems.
- A Bachelor's degree in any field is required.