Deskripsi Pekerjaan:

• Supervise and provide feedback to the customer service team, ensuring smooth daily operations.
• Provide support to customer service staff when needed, assisting with complex tasks and resolving issues.
• Investigate and resolve customer complaints, ensuring consistently high levels of customer satisfaction.
• Effectively manage ticketing flow and coverage to ensure efficient handling of customer inquiries.
• Train team members on customer service best practices and company policies maintain high-quality service standards.
• Oversee the development and implementation of service policies, keeping both staff and customers informed.
• Maintain accurate documentation of customer service activities and compile performance reports.
• Collaborate with the Support team to ensure excellent service delivery and seamless coordination between teams.

Kualifikasi:

• Bachelor's degree in any major, preferably in Communication, International Relation, Computer Science, or related field.
• Minimum 5 years of proven experience in a supervisory or leadership role within a customer service environment.
• Customer service orientation, proven experience in customer service support.
• Strong problem-solving skills with the ability to manage and resolve customer complaints effectively.
• Proficiency in English, excellent verbal and written communication skills.
• Proficiency in using customer service software and ticketing systems.
• Experience working with global customers in the IT industry is a plus.
• Availability for 24/7 on-call support.