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Customer Service Support Manager
Company | PT Sentra Vidya Utama (SEVIMA) |
Address | Surabaya, Indonesia |
Employment type | FULL_TIME |
Salary | |
Expires | 2023-07-05 |
Posted at | 11 months ago |
Responsibilities
- Responsible for managing the Customer Support team and supervising the Quality Assurance of CS in the Customer Support team
- Analyse statistics and compile accurate reports
- Maintain the service procedures, policies, and standards and ensure all Customer Support follows the CS Playbook accordingly.
- Understand the product knowledge and IT Landscape.
- Delivering performance evaluations and following the disciplinary process according to company policy
- Implementing customer support processes to enhance customer satisfaction
- Overseeing and evaluating the team's ongoing training efforts
- Set a clear mission, target, and strategies and implement them well for the team to achieve their goals.
- Create an innovation to increase agent competencies & capacities and create an efficient workflow.
Requirements:
- Excellent knowledge of management methods and techniques
- 3+ years of proven experience as the Customer Support Manager
- Working knowledge of customer service software, databases, and tools
- Graduates of Bachelor Degree
- Advanced troubleshooting and multi-tasking skills
- Experience with using SQL Query will be a plus
- Strong client-facing and communication skills
- Prior experience in a managerial or supervisory role
Benefit:
- Competitive Salary
- Welfare: BPJS (Ketenagakerjaan & Kesehatan)
- Attractive incentives & Bonuses
- Professional Development (Training, Coaching)
- Free Lunch
- Office Hours 08.30-16.30 (Mon-Fri)
-
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