Head of Customer Excellence - Tech Company

Michael Page; Daerah Khusus Ibukota Jakarta; On-site; IDR 300.000.000 - 400.000.000; Full time

Job summary

A leading recruitment firm in Jakarta is looking for a Head of Customer Excellence to lead the customer excellence department and improve service delivery standards. The ideal candidate will have a strong background in customer service management within the technology industry and excellent leadership skills. This role offers opportunities to make a significant impact within a supportive work environment and comes with an attractive benefits package.

Benefits

Opportunities to lead a high-performing team

Supportive work environment

Attractive benefits package

Qualifications

• Strong background in customer service management within the technology industry.
• Proven experience in leading teams and driving performance improvements.
• Excellent problem-solving and decision-making abilities.

Responsibilities

• Oversee the customer excellence department to ensure high-quality service delivery.
• Develop strategies to enhance customer satisfaction and loyalty.
• Manage and mentor a team of customer care professionals.

Skills

Customer service management experience

Team leadership

Problem-solving skills

Communication skills

Knowledge of customer service tools

Strategic mindset

Job description

• Opportunities to lead a high-performing team in the technology sector.
• Attractive benefits package

About Our Client

This is a leading organisation in the technology industry, recognised for its commitment to providing innovative solutions and exceptional customer experiences. The company operates on a large scale and is known for its structured approach to delivering quality services in competitive markets.

Job Description

As a Head of Customer Excellence, your main responsibilities will include:

• Overseeing the customer excellence department and ensuring high-quality service delivery.
• Developing and implementing strategies to enhance customer satisfaction and loyalty.
• Managing and mentoring a team of customer care professionals to achieve departmental goals.
• Collaborating with cross-functional teams to address customer needs and resolve issues efficiently.
• Monitoring and analysing customer care metrics to identify areas for improvement.
• Creating and maintaining customer care policies and procedures in line with company objectives.
• Managing escalated customer complaints and providing effective resolutions.
• Staying updated on industry trends and adopting best practices in customer care operations.

The Successful Applicant

A successful Head of Customer Excellence should have:

• A strong background in customer service management within the technology industry.
• Proven experience in leading teams and driving performance improvements.
• Excellent problem-solving and decision-making abilities.
• Strong communication and interpersonal skills to engage with customers and internal stakeholders effectively.
• Familiarity with customer service tools and technologies.
• A strategic mindset with the ability to develop and implement innovative service solutions.

What’s on Offer

• Opportunities to lead a high-performing team in the technology sector.
• A supportive and collaborative work environment
• Attractive benefits package

This is an excellent opportunity for a motivated individual to make a significant impact in customer excellence. If you are ready to take the next step in your career, we encourage you to apply today.