Deskripsi Pekerjaan

We are looking for a skilled Customer Service Manager who can lead our Customer Service team to better performance and improve service quality. The Customer Service Manager is responsible to establish Customer Service objectives, provide representatives with opportunities to expand their knowledge of our logistic services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better customer satisfaction.

The successful candidate should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings. A highly self motivated, customer service enthusiast, fluent in SLAs management and their concepts is the desired profile.
 
Responsibilities:
  • Serve customers by planning and implementing call center strategies and operation
  • Manage, train, coach, and lead call center representatives as they provide support for customers
  • Guide representatives through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Maintain and improve call center operations by monitoring system performance
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
  • Manage end-to-end logistic operations life-cycle
  • Influence and direct their work towards customer satisfaction
  • Actively participating on the planning and deployment during all change processes
  • Develop objectives for call center's day to day activities
  • Collect and analyzing call center statistics
  • Conduct effective resource planing to maximize the productivity of resources
  • Make decisions regarding the people, the processes, the technology and the customers that are part of the call centre and the future strategy and development
Requirements:
  • Possess at least a Bachelor's Degree in any field
  • Proven experince as Customer Service Manager or similar position
  • Hands on in Customer Service project management
  • Experience in BPO, banking, or financial services would be a plus
  • Outstanding communication and interpersonal skills
  • Posses excellent customer care and call center management skills
  • Able to communicate in English actively
  • Applicants must be willing to work in Perak Barat, Surabaya.

Tanggal ditayangkan: 04 June 2020, ditutup tanggal 04 July 2020