Job Description - Develop and lead a high-performing customer care team to deliver top-notch service that aligns with our company's standards and customer satisfaction goals. - Design and implement training programs to equip team members with the necessary skills and knowledge. - Offer ongoing support and guidance to team members, fostering a culture of excellence and continuous improvement. - Serve as the primary point of contact for escalations, resolving issues when customers are dissatisfied with the service level, ensuring timely and effective solutions. - Monitor performance metrics and implement strategies to maintain or exceed target customer satisfaction scores. - Collaborate with cross-functional teams to enhance service delivery and address systemic customer service challenges. - Other tasks as assignedJob Requirement - Minimum of 5 years' experience in a supervisory or managerial role within IT Service Customer Support, with a strong background in phone, email, and chat support. - Fluent in Indonesian (native level) and proficient in English (business level). - Experience support End-point/Workstation based solutions via remote tools such as TeamViewer - Experience with Linux and Windows server environments is highly desirable. - A proven track record of commitment and long-term tenure in previous positions (3+ years).
