Customer Service jobs in Indonesia

Supervise and lead a team of remote or on-site Customer Satisfaction Executives, overseeing shift scheduling, performance coaching, and professional development to ensure seamless 24/7 support for a global user base.

Track and ensure adherence to key performance indicators (KPIs) across all communication channels, including response time, resolution rate, and customer satisfaction (CSAT). Proactively identify and address performance gaps on customer satisfaction executives.

Identify trends in customer inquiries, platform issues, or transaction disputes to recommend enhancements in processes, product features, or policies, driving measurable improvements in user experience and operational efficiency.

Handle and resolve escalated customer inquiries from Customer Satisfaction Executives, ensuring timely and effective resolution of complex cases.

Collaborate with cross-functional departments to achieve timely and satisfactory resolutions.

Drive initiatives aimed at enhancing the user experience, including streamlining support workflows and implementing proactive outreach to address recurring challenges.

Requirements:

• Fluent in both written and spoken English.
• Candidate must possess at least a Bachelor's Degree in any field.
• Minimum 2 years of working experience in the related field is required for this position.
• Extensive experience leading teams, preferably within a multinational corporation, with a strong track record in project implementation.
• Strong leadership and team management skills, with the ability to inspire and motivate teams to achieve goals.
• Excellent communication and interpersonal skills, with a pleasant and professional personality.
• Strong analytical skills with the ability to interpret data and metrics to support decision-making and process improvements.
• Ability to thrive in a fast-paced, high-pressure environment with strong problem-solving capabilities.
• Previous experience in the marketplace industry is preferred but not required.