Customer Services Associate Manager (Customer E...

Date Posted: 30+ hari yang lalu
Salary:
Jakarta
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Job Description

This position will be the Voice of Customer within our group and coordinating with multiple departments to provide quick and best solution to customers by delivering world class customer experience.


Key Responsibilities:

  • Manage and monitor customer service representatives to ensure quality customer service.
  • Provide outstanding customer service to customers over the phone, email and live chats.
  • Achieve and maintain customer service quality service level - Monitor service call, email and chat to observe employee demeanor, technical accuracy and conformity to company policies.
  • Provide communication and follow up to ensure agent representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
  • Monitor and evaluate agents performance, provide learning or coaching opportunities, and take corrective action.
  • Determines work procedures, prepare work schedules and expedites workflow.
  • Identifying operational issues and propose possible improvements.
  • Working with other department, team leader and members to support agents and maximize customer satisfaction.
  • Prepare reports and analyst customers performance.
  • Manage third party vendors relationship and service level agreement to ensure quality customer service

Requirements:

  • Diploma or Bachelor degree holder any field.
  • Minimum 5 year experience in call center/customer support role in retail industry would be a plus.
  • Familiarity with contact center systems and practices i,e Zendesk, ticketing system, chatbot, etc
  • Strong phone and verbal communication skills along with active listening.
  • Good organizational and interpersonal skills.
  • Ability to multi-task, set priorities and manage time effectively.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Excellent problem solving, leadership, and customer service skills.
  • Fluent in English

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Job Detail

  • Job Id
    e34c47f1b9221a9f
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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