Customer Care Manager

Talent Insider; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A growing HR consultancy in Jakarta is seeking an experienced individual to establish a customer care department, manage technical support teams, and improve performance metrics. Ideal candidates should have at least 5 years of experience in a multinational environment, strong team management skills, and a focus on customer service. This role offers an opportunity to make a significant impact in the company's growth and client service quality.

Qualifications

• At least 5 years of experience in a related field at a multinational company.
• Experience managing teams.
• Strong communication skills and customer service orientation.

Responsibilities

• Establish and expand the customer care department across multiple cities.
• Manage a team of technical support staff, including field and call center teams.
• Provide technical support and ensure timely issue resolution.
• Monitor and improve KPIs such as TAT and first-visit resolution.

Skills

Team management

Customer Service Orientation

Good communication

Job description

Overview

Talent Insider is an upcoming HR Consultancy Service, founded in 2021. Our clients have been some of the leading brands in Indonesia, and this service continues to expand. Registered in Singapore & Indonesia, we can assist with your growth plans and strategies, and continue to expand our regional presence with strong regional partners to assist our client in recruitment and branding strategy.

Job Description

• Establishing the customer care department and expanding the aftersales presence across multiple cities.
• Managing a team of technical support staff, including field teams and call center personnel.
• Providing technical support and guidance to customers, ensuring timely resolution of issues.
• Monitoring and improving key performance indicators (KPIs) such as turnaround time (TAT), first-visit resolution, and spare parts forecasting and availability.

Requirement

• At least 5 or more years related experience at multinational company
• Have experience in managing team
• Have a good communication and Customer Service Orientation