Customer Experience & Service Leader

Tap Growth ai; Kota Pasuruan; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Tap Growth ai in Pasuruan, Indonesia, is seeking an experienced Customer Services Manager to lead the support team on-site. The role focuses on delivering exceptional service, managing day-to-day operations, and aligning service goals with business objectives.

You will drive customer satisfaction by coaching staff, setting KPIs, collaborating with Commercial, Operations, and Finance, and ensuring safety compliance.

Responsibilities

• Lead and manage the Customer Service Team to ensure high-quality service.
• Oversee daily operations and ensure resources and tools to meet targets.
• Resolve complex issues and empower the team to decide effectively.
• Identify sales opportunities from customer interactions to achieve targets.
• Develop and implement service strategies, policies, and best practices.
• Collaborate with Commercial, Operations, Finance, and key customers for improvements.
• Set up and monitor team KPIs and annual targets.
• Develop team capabilities through coaching, training, mentoring.
• Build strong relationships with key customers and ensure satisfaction.
• Ensure compliance with Health, Safety & Environmental policies.

Skills

Leadership

Customer service management

People management

KPIs & targets

Cross-functional collaboration

Job description

Tap Growth ai in Pasuruan, Indonesia, is seeking an experienced Customer Services Manager to lead the support team on-site. The role focuses on delivering exceptional service, managing day-to-day operations, and aligning service goals with business objectives.

You will drive customer satisfaction by coaching staff, setting KPIs, collaborating with Commercial, Operations, and Finance, and ensuring safety compliance.