Head of Customer Care & Experience

PT Omoway Technology Indonesia; Tangerang; On-site; IDR 180,000,000 - 360,000,000; Full time

Job summary

PT Omoway Technology Indonesia is seeking a seasoned Customer Care Manager to lead the team and ensure exceptional service delivery. You will oversee daily operations, implement SOPs, monitor KPIs, and resolve escalated issues while coordinating with Sales, After-Sales, Service, Spare Parts, and Logistics to drive resolution and satisfaction.

The role requires 5+ years in customer care, strong leadership, and data-driven reporting. English is essential; Mandarin is a plus.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Minimum 5 years in Customer Care/Customer Service with at least 2 years in a supervisory capacity.
• Strong leadership, communication, and problem-solving skills.
• Experience handling customer complaints and escalated cases.
• Solid understanding of KPI, SLA, CSAT, and complaint management.
• Ability to analyze customer service data and prepare performance reports.

Responsibilities

• Manage and supervise the Customer Care team and daily customer service operations.
• Develop and implement customer service SOP, workflow, and service standards.
• Monitor and evaluate team performance based on KPI, SLA, response time, and CSAT.
• Handle and resolve escalated customer complaints and complex cases professionally.
• Coordinate with Sales, After-Sales, Service, Spare Parts, and Logistics to resolve issues.
• Analyze feedback and service data to identify recurring issues and opportunities.
• Prepare regular reports on complaints, resolution status, and customer satisfaction.
• Conduct coaching, training, and evaluations for Customer Care staff.
• Ensure accurate handling of inquiries across channels.
• Develop strategies to improve customer satisfaction and retention.
• Document and follow up on all customer cases until resolution.

Skills

Customer Service Management

Team Leadership

Complaint Handling

KPI & SLA Management

Customer Experience

Data Analysis

Cross-Department Coordination

Education

Bachelor's degree in Business Administration

Tools

CRM systems

MS Office

Google Workspace

Job description

PT Omoway Technology Indonesia is seeking a seasoned Customer Care Manager to lead the team and ensure exceptional service delivery. You will oversee daily operations, implement SOPs, monitor KPIs, and resolve escalated issues while coordinating with Sales, After-Sales, Service, Spare Parts, and Logistics to drive resolution and satisfaction.

The role requires 5+ years in customer care, strong leadership, and data-driven reporting. English is essential; Mandarin is a plus.