Deskripsi Pekerjaan:

The role

Are you a super coach who enjoys leading a team with the goal to delight our customers? Our customer care team are key to resolving our customers queries and issues quickly, correctly and with a smile. You’ll be a natural people person who is able to connect with others and understand their needs. You must be fluent in Bahasa Indonesia and be advanced level in the English language.

Duties and responsibilities

• Day to day supervision of a team of customer care representatives including monitoring attendance and quality of work 
• Coaching the team on quality and performance metrics on a regular basis
• Ensure the service delivered to our customers meets our Key Performance Indicators (KPIs)
• Identify performance related issues, develop and implement an improvement action plan, monitor corrective actions or take disciplinary action up to and including termination of employment
• Create training and coaching materials for the team as required
• Get involved with recruitment and training of new customer care representatives
• Be available to our customers for escalated or urgent matters
• Assist your team on the front line during unexpected busy periods
• Stay up to date with our products, services, policies and systems and ensure your team are correctly trained and have the necessary tools to be successful in their role

This role is available in Jakarta or Bali only.

Kualifikasi:

Work experience and skills

• Previous experience as a supervisor, team leader or manager
• Previous experience as a customer service representative providing service by phone, email or live chat
• Good understanding of what good customer service looks like
• Proficient with CRM systems and Microsoft Office
• Clear communicator
• Excellent attention to detail, accuracy and multitasking skills
• Able to be proactive and operate with minimal guidance
• Highly organized with ability to manage time well
• Fluent in Bahasa Indonesia and advanced level in English language
• Previous experience in the financial industry is a plus

Working hours and schedule

Our customer care team operates 24/7 on a scheduled roster. Rosters are published 2 weeks in advance. You must be available to work per the published roster to support your team and our customers.