Deskripsi Pekerjaan
Are you an experienced leader ready to take your career to the next level? We are looking for a dedicated Supervisor, Customer Service to join our growing team in the North-East Region. In this key leadership position, you will be responsible for steering your team towards excellence, ensuring that every customer interaction is handled with professionalism and care. You will be the face of our service standards, guiding your team through complex enquiries and ensuring that our order processing systems run flawlessly.
As a Supervisor, you will not only manage day-to-day operations but also drive continuous improvement. You will mentor customer service representatives, resolve high-level escalations, and implement strategies to enhance the overall customer journey. We value a proactive approach to problem-solving and are looking for someone who can foster a positive, high-energy team culture while maintaining strict adherence to company policies and service level agreements.
Tanggung Jawab
- Team Leadership: Lead, coach, and motivate a team of customer service representatives to meet and exceed daily and monthly performance targets.
- Performance Monitoring: Conduct regular performance reviews and quality assurance checks to ensure service standards are upheld.
- Complex Issue Resolution: Handle high-priority escalations and difficult customer complaints with empathy and effective resolution strategies.
- Order Management: Oversee the order processing workflow to guarantee accuracy, speed, and timely fulfillment of customer orders.
- Training & Development: Develop and conduct training sessions to enhance product knowledge, communication skills, and problem-solving abilities.
- Operational Efficiency: Identify bottlenecks in service processes and implement solutions to improve operational efficiency.
Kualifikasi
- Experience: Minimum 3-5 years of experience in customer service, with at least 1-2 years in a supervisory or team lead role.
- Communication: Excellent verbal and written communication skills, with the ability to adapt tone for various customer demographics.
- Technical Skills: Proficiency in CRM software, ticketing systems, and order management platforms.
- Problem Solving: Strong analytical skills with the ability to troubleshoot issues and provide creative solutions.
- Education: A relevant Bachelor’s degree or diploma is preferred.
- Stress Management: Ability to remain calm and composed in a fast-paced, high-pressure environment.