Job Description
Are you a seasoned leader with a passion for excellence in customer experience? Agres Info Technology is looking for a strategic and results-driven Customer Service Senior Manager to join our dynamic team in Jakarta Utara. In this pivotal role, you will be the driving force behind our support operations, ensuring that our technical service standards not only meet but exceed client expectations.
As our Senior Manager, you will lead cross-functional teams, implement advanced CRM strategies, and oversee the end-to-end customer journey. You will play a crucial role in shaping our service culture, fostering employee development, and utilizing data-driven insights to optimize service delivery. If you are an expert at turning complex challenges into seamless solutions and have a proven track record in high-volume technology environments, we invite you to lead our customer support transformation.
Responsibilities
- Develop and execute comprehensive customer service strategies aligned with company growth objectives.
- Lead, mentor, and motivate a diverse team of customer service leads and agents to ensure high performance and service quality.
- Analyze key performance indicators (KPIs) and service metrics to identify bottlenecks and implement operational improvements.
- Manage escalated client issues, ensuring timely resolution and maintaining high levels of customer satisfaction and retention.
- Collaborate with product and engineering teams to provide feedback on service pain points and product usability.
- Oversee departmental budgeting, resource planning, and technology infrastructure for support channels.
- Foster a culture of continuous improvement, innovation, and professional development within the department.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field; a Master’s degree is a plus.
- Minimum 7+ years of experience in customer service management, ideally within the technology or IT sector.
- Demonstrated expertise in CRM software (e.g., Zendesk, Salesforce, or Freshdesk) and data analytics tools.
- Strong leadership capability with experience managing large teams in a fast-paced, high-pressure environment.
- Exceptional verbal and written communication skills in both Indonesian and English.
- Strategic thinker with a problem-solving mindset and the ability to influence stakeholders at all levels.
- Proven ability to adapt to changing market trends and evolving technological landscapes.