Customer Services Manager

Tap Growth ai; Kota Pasuruan; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Tap Growth ai in Pasuruan, Indonesia, is seeking an experienced Customer Services Manager to lead the support team on-site. The role focuses on delivering exceptional service, managing day-to-day operations, and aligning service goals with business objectives.

You will drive customer satisfaction by coaching staff, setting KPIs, collaborating with Commercial, Operations, and Finance, and ensuring safety compliance.

Responsibilities

• Lead and manage the Customer Service Team to ensure high-quality service.
• Oversee daily operations and ensure resources and tools to meet targets.
• Resolve complex issues and empower the team to decide effectively.
• Identify sales opportunities from customer interactions to achieve targets.
• Develop and implement service strategies, policies, and best practices.
• Collaborate with Commercial, Operations, Finance, and key customers for improvements.
• Set up and monitor team KPIs and annual targets.
• Develop team capabilities through coaching, training, mentoring.
• Build strong relationships with key customers and ensure satisfaction.
• Ensure compliance with Health, Safety & Environmental policies.

Skills

Leadership

Customer service management

People management

KPIs & targets

Cross-functional collaboration

Job description

We're Hiring: Customer Services Manager!

We are looking for an experienced and dedicated Customer Services Manager to lead our customer support team in Pasuruan, Indonesia. The ideal candidate will possess strong leadership skills, a customer-centric mindset, and proven experience managing service operations. Join us to help deliver exceptional service and drive satisfaction across all client touchpoints.

Location: Pasuruan, Indonesia
Work Mode: Work from Office
Role: Customer Services Manager

What You'll Do:

• Lead and manage the Customer Service Team to ensure efficient, timely, and high-quality service delivery
• Oversee daily customer service operations, ensuring the team has the necessary resources, tools, and support to achieve targets
• Handle complex customer issues and empower the team to make effective decisions and resolve issues independently.
• Identify opportunities to leverage customer interactions into sales opportunities and drive the team toward agreed annual sales targets.
• Develop and implement customer service strategies, policies, procedures, and best practices in alignment with global objectives.
• Collaborate with Commercial, Operations, Finance, and key customers to identify service improvements and enhance customer experience.
• Establish and monitor team KPIs, performance standards, and annual targets, ensuring consistent achievement of business goals.
• Develop team capabilities through recruitment, training, coaching, mentoring, performance management, and employee engagement.
• Build and maintain strong relationships with key and strategic customers, supporting their day-to-day requirements and ensuring customer satisfaction.
• Ensure compliance with company Health, Safety & Environmental (HSE) policies, including participation in safety programs and implementation of corrective actions when required.