Customer Service Supervisor – Jakarta

Job Description

Job Description:
– Manage and Supervise day-to- day operations
– Achieve OKRs, such as : Target Average Handling Time (AHT), Average Waiting Time (AWT), Customer
Satisfaction (CSAT), Dissatisfaction score (DSAT), Online quiz and another OKR required.
– Monitor quality performance and Service Level Agreement (SLA).
– Hold Responsible to achieve sales target (daily, weekly, monthly),
– Maintain First Call Resolution (FCR) for all transactions.
– Maintain knowledge of all Team members related by functions, cross functions to ensure all Team
members can deliver good service to Partners and Consumers.
– Evaluating Team performance and providing feedback to team members.
– Briefing Team on current goals, projects, promotions and other relevant information.
– Provide Daily, Weekly and Monthly reports regarding operations and productivity.
– Formulates recommendations and provides feedback to management regarding operational policies
and procedures.
– Schedules, supervises, and motivates Team in an effort to maintain optimal member service
satisfactions level.
– Provide training for new team and Team members.
– Hold responsibility for auditing all Team members, including fraud issues, etc.
– Resolves Partners and Consumers problems and Team member complaints as needed.

Requirements:
– S1
– 2-3 years experiences
– Excellent verbal and written communication skills
– Strong Customer Service Skills
– Sales Skills
– Leadership Skills
– Human Resource Management Skills
– Basic Computer Skills
– Results Driven Attitude
– Attention to Detail
– Ability to motivate Team members
– Ability to supervise multi-functional tasks
– Ability to handle confidential /sensitive information in a professional manner

*Please submit your CV in English.
Benefit; Basic Salary, BPJS