Deskripsi Pekerjaan
Are you a customer service professional with a passion for premium technology? Erajaya is currently seeking a highly motivated and detail-oriented Service Assurance Apple Supervisor to lead our service operations in Jakarta. In this pivotal role, you will be the guardian of the Apple customer experience, ensuring that every interaction meets the highest global standards of excellence.
As the Service Assurance Supervisor, you will lead a team dedicated to operational efficiency, inventory integrity, and exceptional service delivery. You will bridge the gap between technical operations and customer satisfaction, utilizing data-driven insights to optimize workflows and troubleshoot complex service cases. If you thrive in a fast-paced retail environment and have a knack for process improvement, this is the perfect opportunity to advance your career with one of Indonesia's leading tech retail companies.
Tanggung Jawab
- Oversee daily service assurance operations to ensure compliance with Apple's global service standards.
- Lead and mentor a team of technicians and support staff to achieve high-performance service targets.
- Monitor and analyze service KPIs, including turnaround time (TAT), First Time Fix rates, and customer satisfaction (CSAT) scores.
- Collaborate with warehouse and logistics departments to manage Apple spare parts inventory and stock accuracy.
- Handle escalated customer complaints, ensuring swift, professional, and resolution-focused communication.
- Implement and maintain rigorous quality control protocols across all service touchpoints.
- Prepare comprehensive weekly and monthly reports on service performance and operational bottlenecks for management review.
Kualifikasi
- Minimum of 3 years of professional experience in retail, warehouse management, logistics, customer service, or aftersales environments.
- Proven track record in a supervisory or team-leading capacity.
- Strong analytical mindset with proficiency in data analysis tools (Excel, reporting software).
- Excellent communication and interpersonal skills, with the ability to manage diverse stakeholder expectations.
- Deep understanding of aftersales workflows and service level agreements (SLAs).
- Familiarity with Apple service policies and diagnostic tools is highly advantageous.
- Fluency in Indonesian and English, both written and verbal.
- Ability to work under pressure and thrive in a fast-moving retail environment.