Customer Service Supervisor - Jakarta

Job Description :

• Manage and Supervise day-to- day operations

• Achieve OKRs, such as : Target Average Handling Time (AHT), Average Waiting Time (AWT), Customer Satisfaction (CSAT), Dissatisfaction score (DSAT), Online quiz and another OKR required.

• Monitor quality performance and Service Level Agreement (SLA).

• Hold Responsible to achieve sales target (daily, weekly, monthly),

• Maintain First Call Resolution (FCR) for all transactions.

• Maintain knowledge of all Team members related by functions, cross functions to ensure all Team members can deliver good service to Partners and Consumers.

• Evaluating Team performance and providing feedback to team members.

• Briefing Team on current goals, projects, promotions and other relevant information.

• Provide Daily, Weekly and Monthly reports regarding operations and productivity.

• Formulates recommendations and provides feedback to management regarding operational policies and procedures.

• Schedules, supervises, and motivates Team in an effort to maintain optimal member service satisfactions level.

• Provide training for new team and Team members.

• Hold responsibility for auditing all Team members, including fraud issues, etc.

• Resolves Partners and Consumers problems and Team member complaints as needed.

Requirements:

• S1

• 2-3 years experiences

• Excellent verbal and written communication skills

• Strong Customer Service Skills

• Sales Skills

• Leadership Skills

• Human Resource Management Skills

• Basic Computer Skills

• Results Driven Attitude

• Attention to Detail

• Ability to motivate Team members

• Ability to supervise multi-functional tasks

• Ability to handle confidential /sensitive information in a professional manner

*Please submit your CV in English. Benefit; Basic Salary, BPJS