Customer Success Manager

2 days ago

Jakarta, Jakarta, Indonesia Private Advertiser Full time 80,000,000 - 120,000,000 per year

We are looking for a Customer Success Manager to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency.

Responsibilities :

  • Lead and motivate a team of Customer Care Officers, ensuring service excellence and achievement of KPIs.
  • Define a clear mission and execute effective strategies to achieve it.
  • Possess strong understanding of all areas within Customer Service operations, with solid awareness of Debtors and Finance processes.
  • Develop and implement initiatives to enhance customer satisfaction, loyalty, and retention by consistently exceeding expectations.
  • Handle and resolve customer inquiries or issues across all communication channels, ensuring timely and complete resolution.
  • Escalate unresolved cases or special requests to relevant departments for further investigation and follow-up.
  • Uphold professionalism and consistently represent the brand with integrity and enthusiasm.
  • Prepare and present weekly and monthly performance reports for management review.
  • Demonstrate strong leadership by coaching, training, and guiding Customer Care staff to achieve full operational competence.

Requirements :

  • Bachelor's Degree in Business or related field, with strong academic performance.
  • Minimum of 5 years of experience in Customer Service within the automotive aftermarket or SaaS industry; experience in a similar field will be an added advantage.
  • Excellent written and verbal communication skills.
  • Proficiency in English is a must.
  • Strong leadership and people management abilities, with proven problem-solving skills and a creative, out-of-the-box approach to delivering solutions.

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