Deskripsi Pekerjaan
Mint Patisserie is seeking a dedicated Supervisor Admin to lead our customer communication team. In this vital role, you'll oversee daily operations of our chat support staff, ensuring timely and professional responses to all customer inquiries. You'll be the frontline guardian of our brand reputation, handling escalated complaints with empathy and efficiency while maintaining service excellence standards. This position requires strong leadership skills to coach and develop team members, implement quality assurance protocols, and optimize customer interaction workflows. If you thrive in fast-paced environments and are passionate about delivering exceptional customer experiences, join us in shaping the future of our customer service operations.
Tanggung Jawab
- Supervise and mentor chat admin team members to achieve performance targets
- Handle escalated customer complaints with professionalism and resolution focus
- Ensure all chat communications adhere to brand voice and service standards
- Monitor team performance metrics and implement improvement strategies
- Develop training materials and conduct regular skill development sessions
- Collaborate with cross-functional teams to resolve systemic issues
- Generate performance reports and insights for management review
Kualifikasi
- Minimum 2 years of experience in team supervision or leadership role
- Proven track record in customer service or chat support environments
- Strong conflict resolution and emotional intelligence skills
- Excellent written and verbal communication in Bahasa Indonesia
- Proficiency in CRM systems and chat management platforms
- Ability to work flexible hours including weekends if required
- Experience in retail or F&B industry preferred