Escalation Support Officer (CS)

PT Horizon Internusa Persada; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading customer service provider in Jakarta Utara is seeking a Customer Service Leader to oversee team performance and improve daily operations. Responsibilities include monitoring team activities, managing performance evaluations, and providing analytical reporting. The ideal candidate will possess a Bachelor's degree and have excellent communication skills in English. Experience with customer service KPIs and call center software, particularly Zendesk, is essential. This role requires full-time on-site commitment in South Jakarta.

Qualifications

• Minimum Bachelor Degree (S1) from any major.
• Familiar with Customer Service KPI.
• Fluent in English.

Responsibilities

• Monitoring daily task team Agent Customer Service.
• Managing staff performance.
• Providing reporting and analytical information to Manager.

Skills

Excellent communication skills

Familiar with customer service KPI

Problem solving

Team player

Education

Minimum Bachelor Degree (S1)

Tools

Zendesk System

Call center software

Analytics tools

Job description

Responsibilities

Monitoring daily task team Agent Customer Service.

Managing staff performance, including conducting performance evaluations and providing feedback and coaching.

Monitoring daily customer service activity and identify opportunities for improvement and resolve problems in customer service.

Provide reporting and analytical information (especially case) to Manager.

Requirements

• Minimum Bachelor Degree (S1) from any major.
• Familiar with Customer Service KPI.
• Excellent communication skills in both written and spoken.
• Familiar with call center software and analytics tools.
• Willing to work in shifting time and public holiday.
• Fluent in English and Zendesk System is plus point.
• Able to handle large team (more than 10 member).
• Able to supervise & monitoring different task.
• Problem solving and team player.
• Willing to full WFO in Haji Nawi, South Jakarta.

Interview Questions

• How many years' experience do you have as a Customer Service Leader?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Supervisor?
• How much notice are you required to give your current employer?