Head of Customer Relations

2 weeks ago

Jakarta, Indonesia Atria Data Center Full time

Responsibility:

- Manage daily operations of customer care by ensuring customers requests are attained at the right time with the right resolutions
- Create and engage an exceptional, personalized client experience by delivering prompt, friendly, and professional support via multiple communications methods
- Ensuring service quality performance in handling customers i.e., customers’ requests, customers’ complaints, customers’ inquiry via multiple communications ways
- Review and prepare customers monthly reports and distributed them according to the agreed timeline every month
- Develop, maintain, and establish good relationship and communications with customers to increase customers’ satisfactions
- Effectively manage 24/7 customer care team and individual performance of the team
- Streamline and develop operational standard in customers managements and develop customer service flow effectively
- Identify new strategies to effectively manage customers via system automation and reduced people costs
- Ability to use data to drive improvement in key business metrics including client response time, client satisfaction, and productivity.
- Be the voice of the customer in conveying their needs and
**Requirements**:

- Bachelor Degree from a reputable university
- Experience in developing customer care team and maintaining global customers
- 5+ years of experience in customer support or similar customer facing functions (data center industries experience is a plus)
- A passion for delivering exceptional client experiences
- Strong problem solving techniques with the ability to solving complex customer support issues and implement solutions quickly
- Good communication and inter-personal skills
- Fluent in English both verbal and written proficiency
WORKING CONDITIONS: Office Environment

PHYSICAL REQUIREMENTS: Sitting, Standing, Computer Work

LANGUAGE REQUIREMENTS: English

LOCATION: Jakarta Barat

EMPLOYMENT: Full time

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

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