Online Customer Service

4 days ago


Batam, Indonesia Quantum Blue Marketing and Fulfilment Full time

Overview:
We are seeking a dedicated Online Customer Service Manager to lead our customer service team in delivering exceptional service experiences to our customers. This role is perfect for someone who thrives in a remote working environment and has a passion for helping people through innovative and efficient customer service.

**Responsibilities**:

- **Manage and Lead**: Oversee a team of customer service representatives, ensuring they have the support and resources needed to excel at their jobs.
- **Customer Interaction**: Handle complex customer service issues, including escalations and high-priority complaints.
- **Training and Development**: Develop and implement training programs to ensure all team members are proficient in our products and customer service protocols.
- **Performance Monitoring**: Regularly evaluate the performance of team members and provide constructive feedback to help them improve.
- **Process Improvement**: Continuously seek ways to improve our customer service procedures, techniques, and tools to enhance customer satisfaction.
- **Reporting**: Maintain accurate records of customer interactions, issues, and resolutions for reporting to higher management.
- **Proactive and Independent**: Comfortable working remotely and capable of self-managing with mínimal supervision.
- **Strong Communicator**: Excellent verbal and written communication skills, with the ability to clearly convey information and handle sensitive situations diplomatically.
- **Patient and Empathetic**: Exceptional patience and a deep understanding of customer needs, with a knack for calming upset customers.
- **Detail-Oriented**: Sharp attention to detail and the ability to manage multiple tasks effectively under pressure.
- **Leadership Skills**: Experience in leading teams, with a track record of developing a supportive and professional team environment.
- **Adaptable**: Quick to adapt to new technologies and changes in business strategy or customer needs.

Qualifications:

- Proven experience in a customer service leadership role, preferably in an online or e-commerce setting.
- Familiarity with customer service software, databases, and tools.
- Ability to work flexible hours, as needed, to support team members in different time zones.
- Good English is compulsory

What We Offer:

- A dynamic and supportive remote work environment.
- Competitive salary and career growth.
- Opportunities for professional development and career advancement.
- A role that is critical to the company’s success and growth.

Application Question(s):

- What is your date of birth? In YYYYMMDD format

**Education**:

- S1 (required)


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