Customer Service Manager

As a Customer Service Manager, you will be responsible for leading the customer support team and delivering extraordinary service to our customers. You will be at the forefront of our commitment to providing number one service and will have a direct impact on customer satisfaction and loyalty.

**Job Description**:

- Responsible and accountable for the day-to-day operation of the customer service function.
- Establish and maintain efficient and effective Customer Experience processes and standard operating procedures for the organization and its internal and external customers.
- Track and monitor key customer service operations metrics and initiate action plans for corrective measures.
- Outbound messaging to customers related to order issues.
- Breakdown CS issues and QC CS team answers.
- Conduct weekly performance reviews and sharing sessions with the CS team.
- Lead, coach, and develop team members by providing clear direction and guidance.

**Requirements**:

- Bachelor's degree in related fields.
- Minimum 5 years' experience in leading and managing a team.
- A good understanding of Customer Service operations, with previous experience in the e-commerce industry being a plus point.
- A positive and resilient attitude (flexibility to work in a dynamic and fast-paced environment).
- Good problem-solving and decision-making capabilities.
- Strong interpersonal and problem-solving skills.
- Proficient in using Zendesk platform.

**Salary**: Up to Rp1 per year