Deskripsi Pekerjaan
Are you a customer service leader with a passion for premium technology? Erajaya is seeking a highly motivated Service Assurance Apple Supervisor to join our team in Jakarta. In this role, you will be the cornerstone of our Apple product service delivery, ensuring that every customer interaction aligns with Appleās global standards for quality, compliance, and excellence.
You will lead a team of support specialists, overseeing administrative workflows, technical resolution processes, and service KPIs. The ideal candidate will possess a deep understanding of the Apple ecosystem, strong analytical capabilities, and the ability to inspire high-performance teams in a fast-paced retail and service environment. If you are driven by operational efficiency and delivering world-class service, we want to hear from you.
Tanggung Jawab
- Lead and mentor the Apple Service Assurance team to ensure adherence to Appleās operational quality standards.
- Oversee daily service center workflows, ensuring optimal turnaround times and technical resolution accuracy.
- Monitor compliance with Appleās global service protocols and administrative guidelines.
- Analyze service data and performance metrics to identify trends, process gaps, and opportunities for operational improvement.
- Act as the primary escalation point for complex technical or customer service inquiries related to Apple products.
- Maintain seamless communication between the service team and Appleās regional management representatives.
- Drive continuous improvement initiatives to enhance customer satisfaction scores (CSAT) and service efficiency.
Kualifikasi
- Bachelorās degree in Business Management, Engineering, or a related field.
- Minimum 3-5 years of experience in technical support, customer service, or service center operations, with at least 1-2 years in a leadership capacity.
- Proven track record of managing high-standard service operations, preferably within the consumer electronics industry.
- Deep understanding of Apple product ecosystems and standard service/warranty procedures.
- Excellent communication and leadership skills with the ability to manage diverse teams.
- Proficiency in English and Indonesian (written and spoken) to manage both technical documentation and team coordination.
- Strong problem-solving skills with a high attention to detail and data-driven decision-making abilities.