Customer Support Supervisor

PT Dwi Cermat Indonesia; Kebayoran Baru; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

PT Dwi Cermat Indonesia is seeking a dedicated Customer Service Team Leader to guide and develop a high-performing service team. You will mentor staff, ensure adherence to procedures, and drive customer satisfaction.

The role requires leadership, shift work, and collaboration with other departments to resolve inquiries and improve service quality.

Qualifications

• Diploma or Bachelor's degree in any field.
• At least 1 year experience managing a team (preferably Team Leader / Supervisor in Customer Service).
• Knowledge of customer handling & analytical skills.

Responsibilities

• Able to work with the team, motivate and help develop team members
• Directly responsible for customer support staff development
• Ensure customer service activities (receiving questions, requests, complaints, and problems) follow procedures to meet customer satisfaction
• Monitor resolution of customer complaints/requests to meet deadlines
• Manages and develops a team of agents to meet and exceed performance and customer satisfaction with guidance and support

Skills

Leadership

Team Management

Customer Handling

Analytical Skills

Education

Diploma / Bachelor's

Job description

• Able to work with the team, motivate and help develop team members
• Directly responsible for customer support staff development
• Ensure that all customer service activities ex. receiving every question, request complaint and customer problem are carried out in accordance with the procedures, and good service procedures in order to meet customer satisfaction
• Monitor the resolution of customer complaint/request are resolved in a timely manner according to the agreed deadline
• Manages and develops a team of assigned agents to meet and exceed performance, quality, customer satisfaction, by providing them guidance and support

Qualifications

• Candidate must possess at least a Diploma, Bachelor's Degree, any field
• Having experience min 1 year managing team (Preferably Team Leader / Supervisor specializing in Customer Service)
• Have knowledge of customer handling & analytical skills
• Willing to work with Shift Schedule
• Have good leadership skills & motivation skills
• Have interpersonal skills as well as the willingness and ability to cooperate with people from other departments

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