Customer Service - Assistant Manager

redBus; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading online ticketing platform is seeking a dynamic Customer Service - Assistant Manager in Jakarta Utara to oversee customer support operations. The ideal candidate will manage vendor relationships, monitor performance metrics, and ensure operational compliance. Candidates should have strong managerial skills, experience in CRM management, and proficiency in English. Attractive benefits include health insurance and learning assistance.

Benefits

Health Insurance for Employee and Family

Learning Assistance

Qualifications

• 5-7 years of experience in CRM / CRM vendor management.
• Proficiency in English is a must.
• Experience with customer support technologies.

Responsibilities

• Oversee daily operations of customer support teams.
• Build and maintain strong relationships with vendor partners.
• Monitor key performance metrics including CSAT and resolution time.

Skills

Managerial skills

Communication skills

Analytical skills

Interpersonal skills

Education

Bachelor's Degree

Tools

CRM tools

Job description

Overview

redBus.in is India's largest online bus ticketing platform operating across India, SEA & LATAM (Part of GO-MMT group, Nasdaq: MMYT). We have the largest network of bus operators and satisfied customers booking upto 250,000 transactions a day through mobile and desktop channels. With over 300,000+ live routes in multiple continents we host the largest inventory of bus seats from private bus operators and state road transport corporations. We are a true India MNC with global presence and operations across India, Singapore, Malaysia, Indonesia, Vietnam, Cambodia, Peru and Colombia. In India, redBus works with 3000 + bus operators with services across 50,000 + routes and a customer base of more than 10 million.

redBus at its heart is about people. As the pioneer in our space, we are passionate about creating amazing experiences for passengers, partners and our people. Energised by a great work environment, where talent is nurtured, innovation is celebrated and challenges are conquered, we journey towards creating fulfilling moments for everyone whose lives we touch. Always striking a balance between getting the job done, while also having fun along the way. So here is to being a Great Place to Work!

At redBus our work fundamentally transforms the way people experience road journeys. Our focus has remained to make road transportation more efficient and reliable through technology innovation and winning partnerships with all ecosystem players thereby delivering solutions that truly enrich the lives of our customers and partners. When it comes to intercity travel by road, we are the most important, the most valuable and the most celebrated business in India with millions of customers and thousands of business owners counting on us. It is a privilege to work on extending this globally by making our products work in other markets and to impact even more people. Today, as we think beyond bus journeys we are guided by our vision to be innovative and stay true to our heritage of creating value for all players by targeting unsolved problems.

Job Summary

We are seeking a dynamic and results-oriented Customer Service - Assistant Manager to oversee and manage customer support operations for the vendor-managed site based in Yogyakarta (Jogja). The role involves ensuring seamless delivery of customer service, meeting business objectives, and maintaining high standards of operational performance. The ideal candidate will possess strong managerial skills, excellent communication abilities, and a proven track record in managing vendor relationships and customer support operations.

Key Responsibilities

• Oversee daily operations of vendor-managed customer support teams based at the location to ensure adherence to SLAs and KPIs.
• Build and maintain strong relationships with vendor partners, fostering collaboration and accountability.
• Conduct regular performance reviews and provide feedback to improve service delivery.
• Oversee the implementation and integration of CRM solutions across the Outsourced Partners organisation.
• Provide training and support to the team on CRM best practices.
• Monitor Customer/agent interaction at a periodic interval and share corrective actions with the Outsourced Partners teams.
• Monitor and analyse key performance metrics, including CSAT, OCR, speed of resolution, average resolution TAT, social media FRT and resolution time, accessibility, and escalation rates.
• Identify process gaps and work with vendors to implement corrective actions and improvements.
• Ensure operational compliance with company policies and quality standards.
• Work closely with internal stakeholders, including product, process, training, quality and tech teams, to align customer support strategies with business goals.
• Facilitate cross-functional collaboration to address and resolve customer issues effectively.
• Contribute to the development of strategies for scaling customer support operations.
• Forecast resource requirements and work with vendors to ensure optimal staffing.
• Ensure vendors provide continuous training to their teams to maintain product knowledge and service quality.
• Support the development of training materials and SOPs tailored to business needs.
• Act as the escalation point for unresolved customer issues and ensure timely and satisfactory resolutions.
• Drive initiatives to reduce repeat complaints and enhance customer experience.
• Analyse vendor performance, CRM metrics, and customer feedback, and provide operational insights to enhance delivery and customer experience.
• Provide actionable recommendations to senior management for improving customer support outcomes.

Requirements

• Bachelor's Degree in any background.
• 5-7 years of experience in CRM / CRM vendor management
• Proficiency in English is a must.
• Strong analytical skills with proficiency in data interpretation and reporting.
• Excellent communication, negotiation, and interpersonal skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM tools and customer support technologies.
• Managerial qualities with the ability to inspire and influence cross-functional teams.

Key Competencies

• Strategic thinking and problem-solving.
• Relationship building and stakeholder management.
• Results-driven with a focus on continuous improvement.
• Adaptability and resiliency.

Benefits

• What’s your expected monthly basic salary?
• Health Insurance for Employee and Family
• Learning Assistance