Senior Lead Customer Service
ASTRO
- Full-Time
- Hybrid • Jakarta Barat
- Negotiable
No Sign Up Required!
Job Description
Overview:
Responsible for planning, coordinating and controlling the activities of the Customer Experience to solve and enhance customer relationships and meet the target.
- Identify targeted customer profiles and mapping customer journeys to identify the gaps in customer experience across all touch points, for all kinds of customer interactions, transactions and engagements.
- Build a service culture throughout the team with reference to customer satisfaction.
- Execute research or analysis of trend case activities, as well as taking preventive steps & managing long term trends as a form of recommendation.
- Performing technical base analysis to support activities for each case/obstacle received by the Customer Service work function.
- Provide solution, suggestion, and direction for customers who are constrained through the work function of Customer Service.
- Developing manual book and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
- Measuring and reporting to other stakeholders regarding the efforts and successes of the customer service department.
- Ensure services to customers are in accordance with existing standards and in accordance with applicable regulations.
- Responsible for overall team management, including hiring, goal setting and delegation of work, training and development, coaching/mentoring and completing performance evaluations that are supported by collaboration with stakeholders.
Requirements
- Bachelor's Degree from Marketing Communication, Business, Management or any related field.
- In-depth knowledge of customer service principles and practices.
- In-depth knowledge of customer service software, databases and CRM tools.
- Minimum 5 years of experience as a Customer Service Manager from a Logistic, E-commerce background.
- Demonstrated ability to deal with ambiguity, and manage changing priorities.
- Willing to learn and develop new skills.
- Strong sense of need for achievement of goals and successes.
- Outgoing with a positive and proactive approach.
- Has a positive approach to work with a flexible can-do attitude.
- Strong demonstrated leadership, supervisory and interpersonal skills to lead.
- Demonstrated critical thinking and problem-solving skills to manage complex information, assess problems, and develop effective solutions.
- Customer oriented with great communication & negotiation skills.
- Excellent written & verbal communication in Bahasa & English.
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ASTRO is Indonesia's quick commerce company that delivers groceries and essentials to your door within minutes. Founded in 2021 by a group of seasoned e-commerce executives and backed by both trusted International and local investors, it is our mission to make people's lives simpler and easier by saving them time, energy, and money.
Just like real Astronauts that take off into outer space, Astro embodies the values of being fast, bold, adventurous, and technologically advanced.
Interested in working for a company that pushes the boundaries and strives to be the best? Join us now to be a part of this ground-breaking mission!
