CRM Supervisor

1 week ago

North Jakarta Jakarta, Indonesia PT. ANDARE PRIMA INTERASA Full time 30,000,000 - 50,000,000 per year

Position : Supervisor

Work Arrangement: Work From Office at PIK 1

Salary Range : mio IDR

Reporting to : CMO

Key Responsibilities

  • Oversee daily customer service operations across all channels (mainly but not limited to WhatsApp and social media) to ensure fast and accurate responses.
  • Monitor key CS performance metrics such as response time, resolution time, SLA achievement, and customer satisfaction.
  • Handle escalated customer issues and sensitive cases to ensure proper resolution.
  • Maintain and update service SOPs, communication scripts, and quality standards for consistent customer experience.
  • Coordinate with Operations, Delivery, Kitchen, and other internal teams to resolve order, product, or service issues.
  • Prepare weekly and monthly reports on customer trends, complaint categories, and service performance insights.
  • Ensure proper follow-up on customer cases, including recovery actions and post-service checks.

Qualifications:

  • Bachelor's degree in Business, Communications, Hospitality, or any related field.
  • Minimum 3–5 years of experience in Customer Service or CRM roles, preferably in F&B, retail, or service-oriented industries.
  • Experience leading a team or supervising CS agents.
  • Strong communication skills (verbal & written) and excellent customer-handling ability.
  • Proficient in CRM tools, ticketing systems, WhatsApp Business API, and basic reporting dashboards.
  • Strong problem-solving and escalation-handling skills.
  • Able to work in a fast-paced environment and handle high-pressure situations.
  • Detail-oriented, organized, and proactive.
  • High sense of ownership and responsibility toward customer satisfaction.
  • Customer-centric mindset.
  • Willing to work flexible hours if required (e.g., peak seasons, special campaigns).

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