Deskripsi Pekerjaan
Are you a natural leader with a passion for delivering exceptional customer experiences? PT Horizon Internusa Persada is seeking a dynamic and results-oriented Supervisor Customer Service to join our team in Yogyakarta. In this pivotal role, you will be the bridge between our brand and our valued customers, ensuring that our service standards remain industry-leading.
As a Supervisor, you will lead a dedicated team of customer service professionals, fostering a culture of empathy, efficiency, and problem-solving. We are looking for someone who can thrive in a fast-paced environment, implement effective strategies to boost customer satisfaction scores, and mentor team members to reach their full potential. If you are ready to elevate your career and make a tangible impact on our operations, we want to hear from you.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives to meet and exceed KPIs.
- Monitor daily workflow to ensure high-quality, timely, and professional responses to customer inquiries.
- Handle escalated customer concerns with professionalism, ensuring swift and satisfactory resolutions.
- Analyze customer feedback and performance metrics to identify trends and suggest service improvements.
- Conduct regular team meetings and performance coaching sessions to drive continuous improvement.
- Ensure full adherence to company policies, service protocols, and compliance standards.
- Prepare regular reports on team performance and departmental productivity for management.
Kualifikasi
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 2-3 years of experience in a customer service supervisory or team lead role.
- Strong leadership skills with the ability to manage and inspire diverse teams.
- Exceptional verbal and written communication skills in both Bahasa Indonesia and English.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work under pressure and adapt to changing operational demands.
- Demonstrated experience in conflict resolution and complex problem solving.
- Willingness to be based in Yogyakarta.