Customer Care Supervisor

SUPERSPRING


Tanggal: 12 jam yang lalu
Kota: Pekerjaan jarak jauh, Pekerjaan jarak jauh
Jenis kontrak: Penuh waktu
Jarak jauh
Job Description

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  • Lead, supervise, and develop the Customer Care team to ensure excellent service delivery.
  • Handle customer escalations, complaints, and complex cases while ensuring appropriate resolutions.
  • Monitor and evaluate team performance based on established KPIs, including response time, resolution rate, and customer satisfaction.
  • Ensure consistent service quality standards, including communication, information accuracy, empathy, and problem-solving.
  • Provide coaching, guidance, and performance evaluations to improve team competencies and productivity.
  • Analyze customer feedback and recurring service issues to identify opportunities for service improvement.
  • Develop and continuously improve service standards, SOPs, and customer handling processes.
  • Collaborate with other departments to ensure effective and timely resolution of customer issues.

Qualifications

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  • Bachelor's Degree (S1) in any major.
  • Minimum 3 years of experience in Customer Service / Customer Care, with at least 1 year in a supervisory or team leadership position.
  • Strong service mindset with a genuine passion for helping customers and providing effective solutions.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong problem-solving, analytical, decision-making, and conflict-handling abilities.
  • Customer-oriented, empathetic, patient, and able to remain composed when handling challenging situations.
  • Ability to analyze performance data, monitor KPIs, and drive continuous service improvements.
  • Proactive, responsible, adaptable, and able to collaborate effectively across departments.
  • Good command of English, both written and verbal, is an advantage.

Cara melamar

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