Key Responsibilities:
- Supervise and manage a team of customer service agents, ensuring productivity and engagement.
- Track and evaluate team performance against KPIs (e.g., response time, resolution rate, customer satisfaction).
- Address underperformance and implement corrective measures in collaboration with HR, if needed.
- Oversee day-to-day customer service operations to ensure timely and effective resolution of inquiries and issues.
- Serve as the first point of escalation for complex or unresolved customer complaints.
- Ensure compliance with company policies, processes, and service standards.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Prepare and deliver regular reports on team performance, including KPIs, service levels, and customer feedback trends.
Requirements:
- English fluency is mandatory.
- At least 3 years experience in customer service.
- Strong leadership and team management skills.
- Proficiency in using customer service tools (e.g., Zendesk, Freshdesk) and reporting software.
- Willing to be placed in South Jakarta.