Customer Service Manager

Pengiklan Anonim; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading company in customer service is looking for a Customer Service Manager in Jakarta Utara. The role involves monitoring customer service teams, leading team members, and handling customer complaints effectively. Candidates should have a Bachelor's Degree and at least 5 years of experience in customer service, preferably in the financial industry. Strong English skills and project management capabilities are essential.

Qualifications

• Minimum 5 years of experience in the customer service field, preferably from the financial industry or startup background.
• Strong understanding of Customer Service operations and the ability to prioritize projects.
• Ability to work under pressure or with a sense of urgency.

Responsibilities

• Monitor all customer service teams including Back Office, Call Center, Email, and IM Chat.
• Lead and nurture Customer Service team members to achieve targets.
• Handle customer complaints and provide timely solutions.

Skills

Project management

Team coordination

Customer service operations

Adaptability

Fluent English

Education

Bachelor's Degree in Management, Business, Marketing or similar

Job description

Responsible for monitoring all customer service teams, including Back Office, Call Center, Email, and IM Chat.

Lead and nurture Customer Service team members to achieve targets.

Handle customer complaints, provide solutions and alternatives within time limits, and follow up to ensure resolution.

Ensure the Customer Service team performs well in serving live chat, email, questions, complaints, and return requests from customers in a friendly and polite manner.

Set work schedules for the Customer Service team and make regular reports on their activity (daily, weekly, and monthly).

Follow communication procedures, guidelines, and policies.

Take the extra mile to engage customers.

Requirements:

• Minimum 5 years of experience in the Customer Service field, preferably from the Financial Industry or startup background.
• Fluent in English (both oral and written).
• Bachelor's Degree in Management, Business, Marketing, or relevant experience.
• Great project management skills and the ability to prioritize multiple projects in a fast-paced environment with different stakeholders.
• Excellent understanding of and passion for Customer Service operations and improvements.
• Good teamwork and coordination, easily adaptable, flexible, and agile.
• Understand KPI and SOP for Customer Service.
• Ability to work under pressure or with a sense of urgency.

Working Location: Jakarta Barat.