Customer Success Manager

Pengiklan Anonim; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading company in customer service is looking for a Customer Success Manager in Jakarta Utara, Indonesia. You will lead a team, ensuring service excellence, while developing strategies to enhance customer loyalty and retention. Candidates should possess strong leadership skills and a Bachelor's Degree in Business or related field with over 5 years of customer service experience. Proficiency in English is essential. This role presents an opportunity to significantly influence operations and drive innovation.

Qualifications

• 5+ years of experience in Customer Service within automotive aftermarket or SaaS.
• Strong academic performance in relevant degree.
• Proficiency in English is mandatory.

Responsibilities

• Lead and motivate Customer Care team to achieve KPIs.
• Execute effective strategies for customer service excellence.
• Develop initiatives to enhance customer satisfaction.

Skills

Leadership

Verbal communication

Written communication

Problem-solving

Customer service excellence

Education

Bachelor’s Degree in Business or related field

Job description

We are looking for a Customer Success Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities

• Lead and motivate a team of Customer Care Officers, ensuring service excellence and achievement of KPIs.
• Define a clear mission and execute effective strategies to achieve it.
• Possess strong understanding of all areas within Customer Service operations, with solid awareness of Debtors and Finance processes.
• Develop and implement initiatives to enhance customer satisfaction, loyalty, and retention by consistently exceeding expectations.
• Handle and resolve customer inquiries or issues across all communication channels, ensuring timely and complete resolution.
• Escalate unresolved cases or special requests to relevant departments for further investigation and follow-up.
• Uphold professionalism and consistently represent the brand with integrity and enthusiasm.
• Prepare and present weekly and monthly performance reports for management review.
• Demonstrate strong leadership by coaching, training, and guiding Customer Care staff to achieve full operational competence.

Requirements

• Bachelor’s Degree in Business or related field, with strong academic performance.
• Minimum of 5 years of experience in Customer Service within the automotive aftermarket or SaaS industry; experience in a similar field will be an added advantage.
• Excellent written and verbal communication skills.
• Proficiency in English is a must.
• Strong leadership and people management abilities, with proven problem-solving skills and a creative, out-of-the-box approach to delivering solutions.