Job description for Customer Service Manager at PT UMAX HUB INDONESIA (ETIFE)
Job Description:
- Lead, manage, and develop the customer service team to achieve performance targets.
- Develop and implement customer service strategies, policies, and procedures to enhance customer satisfaction.
- Monitor and analyze customer feedback and service performance data to identify improvement opportunities and implement effective solutions.
- Coach, mentor, and train the customer service team to continuously improve their skills and performance.
- Identify and implement new technologies, tools, and best practices to optimize customer service operations.
- Collaborate with cross-functional teams to ensure a consistent and seamless customer experience across all customer touchpoints.
Job Qualifications:
- Bachelor's degree in any field.
- Minimum 5 years of experience in customer service management.
- Proven leadership experience with the ability to manage, motivate, and develop high-performing teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience collaborating with logistics, sales, and product teams.
- Proficient in customer service KPI monitoring, reporting, and process improvement.
- Fluent in English, both written and spoken.
- Strong analytical and decision-making skills, with the ability to identify and implement innovative solutions.
- Proficient in data analysis and using customer service metrics to drive continuous improvement.
- Able to work in a fast-paced environment with excellent attention to detail.