Deskripsi Pekerjaan:

1. Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service. 
2. Strategizing and monitoring the daily activities of customer service operations.
3. Monitors or reviews calls or other correspondence between representatives and customers. 
4. Ensures that representatives are informed about changes to company products and services. 
5. Collects data and prepares reports on customer complaints and inquiries. 
6. Prepares monthly reports summarizing the assigned customer service teams performance. 
7. Prepares knowledge-based documents such as summaries and responses to frequently asked questions. 
8. Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff. 
9. Training staff in areas of customer service and company policies.
10. Assists with budget preparation for the Customer Service department.
11. Conducts and coaching performance evaluations that are timely and constructive. 
12. Performs other related duties as assigned related Customer Service department.

Kualifikasi:

1. Min D3 / S1 in any field.
2. Male or Female, max 30 years old.
3. Having experience as Customer Service Lead min 4 - 6 years, especially in IT, SaaS product more prefer.
4. Familiar with Omnichannel and E-Commerce.
5. Excellent verbal and written communication, presentation skills and problem solving.
6. Customer orientation and ability to adapt/respond to different types of characters.
7. Proficient knowledge of customer service, and standard office practices and procedures.
8. Excellent management and supervisory skills.  
9. Experience in handle Customer Success Management with revenue.
10. Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor. 
11. Ability to coach and mentor customer service representatives. 
12. Target oriented and get used to the target.
13. Proficient in Microsoft Office Suite or related software. 
14. Have a mature personality with growth mindset.
15. Fluent in English (Speaking & Writing), Mandarin is a plus