CRM Supervisor

PT. ANDARE PRIMA INTERASA; Pluit; On-site; IDR 332.944.000 - 499.418.000; Full time

Job summary

A dynamic service-oriented company in Indonesia is seeking a Customer Service Manager to oversee daily operations, manage customer interactions across channels, and lead a team. The ideal candidate will have a bachelor's degree and 3–5 years of experience in customer service roles, preferably in retail or hospitality. Responsibilities include monitoring performance metrics and resolving escalated issues, ensuring a consistent and satisfactory customer experience.

Qualifications

• Minimum 3–5 years of experience in Customer Service or CRM roles.
• Experience leading a team or supervising customer service agents.
• Able to work in a fast-paced environment and handle high-pressure situations.

Responsibilities

• Oversee daily customer service operations across all channels.
• Monitor key customer service performance metrics.
• Handle escalated customer issues and maintain service SOPs.

Skills

Customer service management

Team leadership

Strong communication skills

Problem-solving

Detail-oriented

Education

Bachelor’s degree in Business, Communications, Hospitality or related field

Tools

CRM tools

Ticketing systems

WhatsApp Business API

Basic reporting dashboards

Job description

Work Arrangement: Work From Office at PIK 1

Reporting to : CMO

Key Responsibilities

• Oversee daily customer service operations across all channels (mainly but not limited to WhatsApp and social media) to ensure fast and accurate responses.
• Monitor key CS performance metrics such as response time, resolution time, SLA achievement, and customer satisfaction.
• Handle escalated customer issues and sensitive cases to ensure proper resolution.
• Maintain and update service SOPs, communication scripts, and quality standards for consistent customer experience.
• Coordinate with Operations, Delivery, Kitchen, and other internal teams to resolve order, product, or service issues.
• Prepare weekly and monthly reports on customer trends, complaint categories, and service performance insights.
• Ensure proper follow-up on customer cases, including recovery actions and post-service checks.

Qualifications

• Bachelor’s degree in Business, Communications, Hospitality, or any related field.
• Minimum 3–5 years of experience in Customer Service or CRM roles, preferably in F&B, retail, or service-oriented industries.
• Experience leading a team or supervising CS agents.
• Strong communication skills (verbal & written) and excellent customer-handling ability.
• Proficient in CRM tools, ticketing systems, WhatsApp Business API, and basic reporting dashboards.
• Strong problem-solving and escalation-handling skills.
• Able to work in a fast-paced environment and handle high-pressure situations.
• Detail-oriented, organized, and proactive.
• High sense of ownership and responsibility toward customer satisfaction.
• Customer-centric mindset.
• Willing to work flexible hours if required (e.g., peak seasons, special campaigns).