Leader Customer Service Marketplace

1 week ago

West Jakarta Jakarta, Indonesia PT BRIGHT DIGITAL INDONESIA Full time 1,200,000 - 3,600,000 per year

Job Description :

  1. Oversee daily duties of employees to ensure that quality standards are being met and proper procedures are being followed
  2. Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.
  3. Collects data and prepares reports on customer complaints and inquiries.
  4. Prepares monthly reports summarizing the assigned customer service teams performance.
  5. Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
  6. Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.
  7. Create and maintain customer service metrics and reports, analyzing data to identify trends and areas for improvement.
  8. Conduct regular performance evaluations for team members, providing constructive feedback and identifying areas for improvement.
  9. Handle escalated customer issues and complaints, investigating and resolving them in a timely manner to achieve customer satisfaction.
  10. Monitoring and authenticating returns, exchanges, and voids.
  11. Training staff in areas of customer service and company policies.

Qualifiaction:

  1. Excellent management and supervisory skills.
  2. Excellent verbal and written communication skills.
  3. Extensive knowledge of customer service procedures and principles.
  4. Organized with attention to detail.
  5. Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
  6. Ability to coach and mentor customer service representatives.
  7. Proficient in Microsoft Office Suite or related software.
  8. Must Experience as Team LeaderAdmin & Cs at E-commerce and brand

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