Our client is a series A tech startup with a unique product that is rapidly growing in Indonesia.
Key Responsibilities:
- Lead a team of Customer Excellence Supervisors and Associates to deliver continuous improvement in Customer Excellent.
- Support order processing and schedule matching for home visit / teleconsult services
- Partner closely with internal teams to establish clear responsibilities, service levels and processes that maximize revenue and operational excellence
- Lead regular reviews with Customers to improve service levels, forecast accuracy and lead time
- Support the customer service team in resolving escalations or complaints from customers and ensuring prompt turnaround for all service requests with consistent quality
- Ensure compliance with policies and procedures are met and in accordance to company policies
- Over 5 years of customer service experiences in Internet company / Customer Service Agency
- At least 2-3 years of people management experience
- Successful led and demonstrated improvement in customer service
- Strong analytical and problem-solving skills
- Ability to inspire team members and drive a culture of customer-centricity and continuous improvement
- Ability to work in a fast paced environment
- Excellent interpersonal and communication skill
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