Deskripsi Pekerjaan
Are you a seasoned customer service professional with a passion for conflict resolution and team leadership? PT Horizon Internusa Persada is looking for a dynamic Escalation Support Officer to join our team in Jakarta Selatan. In this critical role, you will act as the final point of contact for complex customer concerns, ensuring that every interaction results in a delightful and frictionless experience for our users.
You will not only handle high-stakes escalations but also mentor and lead a team of product experts, driving service excellence and operational efficiency. If you thrive in a fast-paced environment and have a proven track record of turning dissatisfied customers into brand advocates, we want to hear from you.
Tanggung Jawab
- Manage and resolve complex customer escalations through multiple communication channels with a focus on first-call resolution.
- Lead, mentor, and coach a team of product experts to ensure high-quality service delivery.
- Develop and refine SOPs to streamline support processes and reduce future escalations.
- Collaborate with cross-functional teams, including Product and Engineering, to address recurring technical issues reported by customers.
- Analyze customer feedback data to identify trends and provide actionable insights to management.
- Maintain high levels of customer satisfaction (CSAT) and Net Promoter Scores (NPS) through proactive service recovery.
- Conduct regular performance reviews and training sessions for team members to enhance product knowledge.
Kualifikasi
- Bachelor’s degree in any field or equivalent work experience.
- Minimum 3-5 years of experience in customer service, with at least 1-2 years in an escalation or supervisory role.
- Strong problem-solving skills with the ability to remain calm and professional under pressure.
- Exceptional verbal and written communication skills in both Indonesian and English.
- Proven ability to lead and motivate a team toward achieving KPIs.
- In-depth knowledge of CRM tools and helpdesk software (e.g., Zendesk, Salesforce, or similar).
- Ability to work effectively in a fast-paced, evolving startup environment.