Customer Service Supervisor Jobs

Company Address: Graha Mobisel Lt. 5, Jl. Warung Buncit Raya No.139, RT.1/RW.9 Kalibata, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta 12790, Indonesia

We are a Home & Living Service Platform managed by the industry leader from Thailand.

Our mission is to ensure quality, transparency, and productivity of the home & living service ecosystem customers and service providers across Southeast Asia.

Responsibilities:

• Forecast customer needs to enhance offerings and competitiveness
• Work closely with regional CS and REC team and local COO to ensure alignment and consistency
• Drive Customer Service and Recovery Operations
• Evaluate operational policies, standards, and procedures
• Manage learning and development programs across the department
• Conduct performance reviews for staff by creating succession plans to manage staff development and long-term resourcing across the department
• Analyze reports and review better ways to approach problems through synthesizing and reorganizing the problem information
• Develop high-level strategy, ensuring customer service vision and mission are aligned with business objectives
• Keep yourself abreast with all the latest information on worldwide CS best practices, metrics and technology to better improve overall business processes
• Drive Business Process Improvement
• Conduct manpower and resource planning for the organization based on business objectives and demand analyses
• Develop staff through ongoing coaching, mentoring, and career discussions
• Manage teams - Define common goals, direction, and accountability among staff

Requirements:

• Strong CRM system, COPC, and ISO knowledge
• Excellent Communication in English is a must
• Minimally 5-7 years of proven experience in customer service or contact center operation, with at least 3 years holding a leadership position
• Able to work in fast pace working environment
• Strategic Service Excellence, Stakeholder Management, Strategy Implementation, Strategic People Management with Leadership Skills
• Bachelor’s Degree in any relevant field
• Analytical and Problem-Solving Skills