Customer Service Supervisor

2 days ago


Jakarta, Indonesia Timesconsult Co., Ltd. Full time

Responsibilities:

- Drive customer service and recovery operations
- Develop high-level strategy aligned with business objectives
- Forecast customer needs to enhance competitiveness
- Drive business process improvement
- Analyze and improve problem-solving approaches
- Stay up-to-date with worldwide customer service best practices
- Manage teams and define common goals and direction
- Conduct manpower and resource planning based on business objectives
- Conduct performance reviews and manage staff development
- Manage learning and development programs across the department
- Evaluate operational policies, standards, and procedures
- Work closely with regional and local teams to ensure alignment

**Requirements**:

- Bachelor’s Degree in any field
- **5-7 years** of experience in **customer service** or contact center operation
- At least **3 years** of **leadership / management experience**:

- Strong knowledge of **CRM systems, COPC, and ISO**:

- Strategic service excellence, stakeholder management, strategy implementation, strategic people management, and leadership skills
- Analytical and problem-solving skills
- **Excellent communication in English**:

- Ability to work in a fast-paced environment

**Job Types**: Full-time, Permanent



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