Job Description

• 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

• 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.