Deskripsi pekerjaan Customer Support Team Lead PT Cerdas Digital Nusantara (CAKAP)
ABOUT THE POSITION
Cakap is a leading indonesian upskilling platform, is looking for a dynamic leader for its Customer Support Team Lead. If you are a strong problem solver, metrics driven and love playing a multifaceted role, here is an opportunity to be part of a growing edutech platform.
Job description :
- Maximizing CS performance by providing help desk resources and technical advice
- Upgrading CS competencies by providing soft skill and hard skill training based on Training and Need Analysis.
- Set and determine CS KPI.
- Set improvement program to keep CS good in quality and productivity performance
- Managing 24/7 CS with multi-channel contact in project
- Monitor and manage key performance indicators (KPI) for Customer Service.
- Drive initiatives to benchmark and constantly monitor the performance of the team
- Define standard operating procedures (SOPs) and set up adequate auditing process to drive partners and customer satisfaction
- Identify, onboard, train, and manage the performance of Customer Service.
- Drive high utilization and quality score for all Customer Service.
- Build a high performing team, manage performance by setting key objectives to measure progress, and constantly raise the bar.
- Drive initiatives across the organization, set structure, plan, execute, and report progress to senior management.
- Identify business problems and collaborate with another division to solve the problem at the root than the symptoms
- Accountable for Customer Satisfaction (CSAT) and NPS (Net Promoter Score)
Qualification :
- Candidates must have played multifaceted roles in technology startups and have a good understanding of the startup ecosystem in indonesia.
- It's a plus if a candidate has worked in EduTech Company.
- Minimum 3+ years of experience in a relevant field.
- Bachelor's degree in Business Management. Masters degree will be a plus.
- Fluency in English and Bahasa Indonesia with good documentation skills
- Highly metrics driven.
- Proven track record of setting up customer service team & processes from scratch
- Strong Problem Solving Skills with structured execution skills
- Strong people management skills with ability to build and manage high performing customer support teams.
