Customer Service Manager

NEXA; Kota Semarang; On-site; IDR 167,400,000 - 256,680,000; Full time

Job summary

NEXA in Semarang is seeking a Customer Service Manager to lead the on-site team, set service standards, and drive high-quality customer support across the organization.

You will monitor inquiries, resolve issues, analyze performance metrics, implement improvements, coach staff, and coordinate with other departments to protect a positive customer experience. The role requires leadership, CRM proficiency, and a customer-centric mindset.

Qualifications

• Experience leading or supervising a customer service team.
• Ability to analyze service metrics and identify improvement opportunities.
• Strong verbal and written communication with customers and internal teams.
• Proven track record in delivering high customer satisfaction in a tech or telecom setting.
• On-site work in Semarang and collaboration in a fast-paced environment.

Responsibilities

• Monitor customer inquiries and issue resolution.
• Analyse service performance metrics and implement improvements.
• Coordinate with other departments to address service-related challenges.
• Coach and develop team members to improve performance.
• Handle escalated cases and communicate with stakeholders to ensure a positive customer experience.

Skills

Customer Service Management

Customer Support

Customer Satisfaction

Analytical Skills

Communication

Team Leadership

Education

Business, Communications, or Management

Tools

CRM Systems

Office Software

Job description

Company Description

NEXA is a digitally focused company that goes beyond providing internet services to become a trusted partner for all digital needs. The organization is dedicated to delivering a next-level experience by combining reliable connectivity with personalized support. NEXA values strong relationships with customers and aims to simplify their digital lives through responsive service and practical solutions. Team members at NEXA contribute to an innovative and supportive environment that prioritizes customer satisfaction and continuous improvement.

Role Description

The Customer Service Manager at NEXA is a full-time, on-site role based in Semarang. This position is responsible for leading the customer service team, setting performance standards, and ensuring consistent delivery of high-quality support to customers. Day-to-day tasks include monitoring customer inquiries and issue resolution, analyzing service performance metrics, implementing improvements to enhance customer satisfaction, and coordinating with other departments to address service-related challenges. The role also involves coaching and developing team members, handling escalated cases, and maintaining clear communication with stakeholders to support a positive customer experience.

Qualifications

• Candidates should possess strong skills in Customer Service Management, Customer Support, and Customer Satisfaction.


• Candidates should possess solid Analytical Skills to interpret service metrics and identify improvement opportunities.


• Candidates should possess clear and professional Communication skills for interacting with customers and internal teams.


• Experience managing or supervising a customer service team, preferably in a technology or telecommunications environment.


• Ability to work on-site in Semarang and collaborate effectively in a fast-paced setting.


• Proficiency with customer support tools, CRM systems, and basic office software.


• Relevant education in Business, Communications, Management, or a related field is beneficial.


• Strong problem-solving abilities, customer-centric mindset…