Customer Service Manager

PT UMAX HUB INDONESIA; Tangerang; On-site; IDR 200,880,000 - 334,800,000; Full time

Job summary

PT UMAX HUB INDONESIA is seeking a seasoned Customer Service Manager to lead and develop the service team, ensuring targets are met and customer satisfaction remains high. You will shape strategies, coach staff, and collaborate with logistics, sales, and product teams to deliver a seamless customer experience across all touchpoints.

The role requires a Bachelor's degree, 5+ years in customer service leadership, excellent English, and strong data-driven decision-making to drive continuous

Qualifications

• Bachelor's degree in any field.
• Minimum 5 years of experience in customer service management.
• Proven leadership with the ability to build high-performing teams.
• Excellent communication and problem-solving skills.
• Fluent in English (written and spoken).
• Experience collaborating with logistics, sales, and product teams.
• Proficient in monitoring KPIs and driving improvements.

Responsibilities

• Lead, manage, and develop the customer service team to achieve performance targets.
• Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction.
• Monitor and analyze customer feedback and service performance data to identify improvement opportunities and implement effective solutions.
• Coach, mentor, and train the customer service team to continuously improve their skills and performance.
• Identify and implement new technologies, tools, and best practices to optimize customer service operations.
• Collaborate with cross-functional teams to ensure a consistent and seamless customer experience across all customer touchpoints.

Skills

Leadership

Communication

Coaching & mentoring

Data analysis

Process improvement

Education

Bachelor's degree

Job description

Lead, manage, and develop the customer service team to achieve performance targets.

Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction.

Monitor and analyze customer feedback and service performance data to identify improvement opportunities and implement effective solutions.

Coach, mentor, and train the customer service team to continuously improve their skills and performance.

Identify and implement new technologies, tools, and best practices to optimize customer service operations.

Collaborate with cross-functional teams to ensure a consistent and seamless customer experience across all customer touchpoints.

Job Qualifications

Bachelor's degree in any field.

Minimum 5 years of experience in customer service management.

Proven leadership experience with the ability to manage, motivate, and develop high-performing teams.

Excellent communication, interpersonal, and problem-solving skills.

Experience collaborating with logistics, sales, and product teams.

Proficient in customer service KPI monitoring, reporting, and process improvement.

Fluent in English, both written and spoken.

Strong analytical and decision-making skills, with the ability to identify and implement innovative solutions.

Proficient in data analysis and using customer service metrics to drive continuous improvement.

Able to work in a fast-paced environment with excellent attention to detail.