Deskripsi Pekerjaan

Gearing up for the next growth stage, Janio is looking for a Consignee Support Team Leader to join our team. As a Consignee Support Team Leader, you will support the direct line manager, to oversee and manage the Customer Support and Customer (CXCS) Experience daily operations; ticket distribution, WhatsApp inquiries, multiple shared documents, and ensure the CXCS team achieves the SLA target.  
 
Main Responsibilities
  • To lead the Consignee Support, both Tier 1 and Tier 2
  • Handling the ticket distribution and monitor the SLA
  • Monitor daily activities of customer support operations from the various channels (email, web widget, social media, and Slack channels)
  • Assist customer support staff with duties where required.
  • Train and update staff in areas of customer support and company policies.
  • Evaluate team members, both qualitative and quantitative.
  • Investigate and solve customer’s complaints.
  • Respond to customer support issues in a timely manner 
  • Keep being informed on the Janio’s latest products and services and relay the updated information to the CS agents
  • Performing additional duties where needed.
     
    Qualifications
    • The maximum age for this position is 32 years old
    • Minimum holding a D3 degree.
    • A minimum of 1-2 years of experience as a Team Lead in a Contact Centre.
    • Familiar with the logistics/e-commerce world would be preferable.
    • Fluent in English (written and oral)
    • Can lead a team to achieve the company's KPI.
    • Willing to work on a shift.
    • Willing to be placed in Yogyakarta.

    Tanggal ditayangkan: 29 July 2020, ditutup tanggal 28 August 2020