Semarang On-Site Customer Experience Leader

NEXA; Kota Semarang; On-site; IDR 167,400,000 - 256,680,000; Full time

Job summary

NEXA in Semarang is seeking a Customer Service Manager to lead the on-site team, set service standards, and drive high-quality customer support across the organization.

You will monitor inquiries, resolve issues, analyze performance metrics, implement improvements, coach staff, and coordinate with other departments to protect a positive customer experience. The role requires leadership, CRM proficiency, and a customer-centric mindset.

Qualifications

• Experience leading or supervising a customer service team.
• Ability to analyze service metrics and identify improvement opportunities.
• Strong verbal and written communication with customers and internal teams.
• Proven track record in delivering high customer satisfaction in a tech or telecom setting.
• On-site work in Semarang and collaboration in a fast-paced environment.

Responsibilities

• Monitor customer inquiries and issue resolution.
• Analyse service performance metrics and implement improvements.
• Coordinate with other departments to address service-related challenges.
• Coach and develop team members to improve performance.
• Handle escalated cases and communicate with stakeholders to ensure a positive customer experience.

Skills

Customer Service Management

Customer Support

Customer Satisfaction

Analytical Skills

Communication

Team Leadership

Education

Business, Communications, or Management

Tools

CRM Systems

Office Software

Job description

NEXA in Semarang is seeking a Customer Service Manager to lead the on-site team, set service standards, and drive high-quality customer support across the organization.

You will monitor inquiries, resolve issues, analyze performance metrics, implement improvements, coach staff, and coordinate with other departments to protect a positive customer experience. The role requires leadership, CRM proficiency, and a customer-centric mindset.