Job Description

• Monitor the Customer Care team's performance in responding to chats, calls, and customer visits.
• Track case escalations reported by the team to ensure timely resolution in accordance with applicable SOPs.
• Provide training/coaching to staff on products, SOPs, and platforms used by the Customer Care team.
• Create and manage the team's shifting schedule.
• Prepare and report the team's performance on a daily/weekly basis.

Qualifications

• Having experience as a leader is a plus.
• Proficient in Microsoft Office and familiar with basic Excel/GSheets, including pivoting for data analysis in reporting.
• Experienced in using Helpdesk/Omnichannel platforms (e.g., Zendesk, Qiscus).
• English proficiency is a plus.
• Proficient in Microsoft Office Suite and Google Workspace.
• Strong organizational, analytical, and problem-solving abilities.