Deskripsi Pekerjaan
Are you a seasoned professional ready to elevate customer experience standards? We are looking for a dedicated Officer-Platinum Helpdesk to join our dynamic team in Kebayoran Lama, Jakarta Raya. In this pivotal role, you will be responsible for delivering exceptional support to our premium clientele while mentoring junior agents to enhance their technical and soft skills. You will drive team performance, ensure high-quality service delivery, and implement strategic improvements to meet rigorous customer satisfaction goals. This is a fantastic opportunity for a leader in customer service to shape the future of our support operations and foster a culture of excellence.
Tanggung Jawab
- Provide top-tier technical and customer support to Platinum-tier clients, ensuring rapid resolution of complex issues.
- Train, coach, and mentor a team of helpdesk agents to improve their hard skills, problem-solving abilities, and communication.
- Analyze performance metrics and customer feedback to identify areas for operational improvement.
- Escalate critical customer concerns to management while maintaining de-escalation techniques.
- Develop and conduct soft skills workshops to enhance team dynamics and professionalism.
- Ensure strict adherence to company service level agreements (SLAs) and quality assurance standards.
Kualifikasi
- Minimum of 2-3 years of experience in a premium or VIP customer service environment.
- Strong experience in mentoring or training staff members on communication and technical skills.
- Excellent command of both English and Indonesian (Bahasa Indonesia).
- High level of emotional intelligence and patience when handling demanding situations.
- Proficiency in CRM software and helpdesk ticketing systems.
- Ability to work full-time in a fast-paced, target-driven environment.