Lead, Customer Management

Bank Saqu; Jakarta Pusat; On-site; IDR 90,000,000 - 150,000,000; Full time

Job summary

Bank Saqu is seeking a senior Customer Support Leader to oversee and guide the customer support function in a fast-paced environment. This role requires steering daily operations, leading recruitment and development of the team, and ensuring top-tier customer satisfaction while aligning with business strategy.

The ideal candidate brings a decade of related experience, exceptional communication skills, and a proven ability to drive improvements across processes, data analysis, and performance

Qualifications

• Bachelor's degree in business management, marketing, or communication studies.
• 10+ years of experience in a related field.
• Excellent verbal and written communication.
• Strong problem-solving abilities for complex customer issues.
• Ability to train and develop team members.
• Familiarity with CRM systems and customer support software.
• Strategic understanding of customer support within business context.

Responsibilities

• Lead, manage, and develop the customer support team.
• Oversee daily operations of the customer support center.
• Recruit, train, and develop team members.
• Make operational decisions to resolve customer issues and escalations.
• Monitor performance and KPIs; report to management.
• Collect data, analyze trends, prepare management reports.
• Ensure high customer satisfaction through improvements.

Skills

Communication skills

Problem solving

Team development

Training

Strategic thinking

Education

Bachelor’s degree in business management, marketing, or communication studies

Tools

CRM software

Customer support tools

Job description

• You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment
• You enjoy doing purpose-led and meaningful work
• You have a strong thirst for knowledge and are driven to find solutions that don't exist yet
• You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective)
• You always find a way to get things done without sacrificing the quality of your work, integrity, and values
• No task is off limits for you
• You are humble and prioritize the success of the team over your own with an eagerness to help those around you
• You don't shy away from challenges and can bounce back from setbacks
• We strongly encourage individuals with disabilities to apply. We believe in equal opportunity and strive to create an inclusive workplace where everyone can thrive.

What you’ll do and what success looks like in this role

• Lead, manage, and provide direction to the customer support team. This includes recruiting, training, and developing team members.
• Manage daily operations of the customer support center, including staff scheduling, resource allocation, and task assignment.
• Make operational decisions in resolving customer issues, task assignments, and escalation actions.
• Handle complex customer issues or escalation situations, often with flexibility in providing solutions to customers.
• Monitor and evaluate the performance of the customer support team, as well as measure target and KPI achievements.
• Collect data on customer support performance, analyze trends and emerging issues, and prepare reports for company management.
• Monitor and ensure high levels of customer satisfaction by analyzing feedback, resolving issues, and implementing necessary improvements.

What Is Required and What We’re Looking For

• Bachelor’s degree in business management, marketing, or communication studies
• 10+ years of experience in a related field.
• Excellent communication skills, both verbal and written, are essential.
• Strong problem-solving skills to handle complex customer issues or challenges that may arise in customer support operations.
• Ability to develop and train team members, as well as understand employee development needs.
• Familiarity with customer support software, CRM (Customer Relationship Management) systems, and other technology tools used in customer support operations.
• Ability to understand the role of customer support within the strategic business context and contribute to strategic decision-making.