Customer Service Manager - Asia Venture Group
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Customer Service Manager


Based in: Jakarta, Indonesia

What You’ll Be Doing:

  • Supervising 2 teams, Customer Service and Customer Experience team
  • Escalate and working closely with other department in order to keep the customer satisfaction
  • Monitoring daily SLA and KPIs to make sure the team reach the goal
  • Assuring the quality of Customer Service reply and answer via email and phone
  • Analyse the detractors from the NPS reports, to give a feedback to the other division in order to improve our services and to provide the best customer experience

Who We Are Looking For :

  • Bachelor degree any field
  • Minimum 2 years of work experience as Customer Service Manager
  • Prior experience in Logistic company or E-commerce industry is preferable
  • Experience with one or more of the following tools:  Zendesk, Adyen, Asterisk, 3CX, SiftScience (Fraud Tracker)
  • Must be available during weekend and public holiday for emergency support
  • Fluent in English is a must
  • Experience creating SOP from scratch
  • Must be comfortable leading a small team