Deskripsi Pekerjaan
Join our dynamic team as a Service Assurance Apple Supervisor at Erajaya, where you'll play a pivotal role in ensuring exceptional customer experiences with Apple products. As a supervisor, you'll lead a dedicated team of technical support professionals, maintaining the highest standards of service quality and compliance with Apple's stringent requirements.
In this leadership position, you'll be responsible for overseeing daily operations, implementing quality assurance protocols, and driving continuous improvement in service delivery. Your expertise will be crucial in resolving complex technical issues, mentoring team members, and ensuring that all customer interactions exceed expectations.
This role offers the opportunity to work at the intersection of technology and customer service, where your leadership skills can make a tangible impact on both team performance and customer satisfaction. If you're passionate about Apple products and committed to excellence in service delivery, we invite you to apply and take your career to the next level.
Tanggung Jawab
- Supervise and lead a team of technical support specialists providing assistance for Apple products
- Ensure adherence to Apple's quality standards and compliance requirements in all customer interactions
- Monitor team performance metrics and implement strategies to enhance service quality
- Handle escalated customer issues and provide expert technical guidance when necessary
- Develop and deliver training programs to improve team technical knowledge and customer service skills
- Collaborate with cross-functional teams to resolve systemic issues and improve service processes
- Maintain detailed documentation of service incidents, resolutions, and improvement initiatives
- Stay updated on the latest Apple products, technologies, and service best practices
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or related field
- Minimum 3 years of experience in technical support or customer service, with at least 1 year in a supervisory role
- Extensive knowledge of Apple products, including iPhones, iPads, Mac computers, and related accessories
- Strong leadership skills with proven ability to motivate and develop team members
- Excellent problem-solving abilities with a customer-centric approach
- Proficiency in customer relationship management (CRM) systems and service desk software
- Fluency in both Bahasa Indonesia and English
- Apple Certification or equivalent technical certifications are highly desirable