Customer service manager

Shengnuowei Fluid Equipment Co., Ltd.; Kelapa Gading Timur; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A fluid equipment company in Indonesia is seeking an experienced Customer Service Manager to oversee operations and ensure exceptional service delivery. Key responsibilities include coordinating a team, developing service strategies, and collaborating with teams to enhance customer experience. The ideal candidate has at least 3 years of experience and strong leadership skills.

Qualifications

• Minimum 3 years of experience in a customer service management role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving skills.
• Proficient in using customer service software.

Responsibilities

• Coordinate a team of customer service representatives.
• Develop and implement customer service strategies and policies.
• Monitor and analyze customer feedback for improvement.
• Collaborate with teams to address customer issues.
• Provide training for customer service team.

Skills

Leadership skills

Communication skills

Interpersonal skills

Analytical skills

Problem-solving skills

Tools

Customer service management software

Data analysis tools

Job description

About the role
We are seeking an experienced Customer Service Manager to join the dynamic team at Shengnuowei Fluid Equipment Co., Ltd. in Kelapa Gading, Jakarta. In this full-time role, you will be responsible for overseeing the customer service operations, ensuring exceptional service delivery to our valued clients.

What you'll be doing

• Coordinate a team of customer service representatives to deliver high-quality support and resolve customer inquiries and concerns in a timely and efficient manner.
• Develop and implement customer service strategies, policies, and procedures to enhance the overall customer experience.
• Monitor and analyze customer feedback, identify areas for improvement, and implement corrective actions.
• Collaborate with cross-functional teams to address customer issues and improve service quality.
• Provide training and development opportunities for the customer service team to continuously improve their skills and knowledge.
• Contribute to the overall business objectives by identifying opportunities to drive customer satisfaction and loyalty.
• Prepare and present customer service performance reports to senior management.

What we're looking for

• Minimum 3 years of experience in a customer service management role.
• Strong leadership and team management skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and stakeholders.
• Analytical and problem-solving skills to identify and address customer service issues.
• Proficient in using customer service management software and data analysis tools.