Customer Service Manager (CLOSED)

Location : Jakarta, Indonesia
Work Arrangement : Full Time
Salary : Up to 15,000,000

Job Description

Presley Consulting is currently working with its good client, a reputable financial company,who is looking for the position of Customer Service Manager located in Jakarta.

Responsibilities:

• Implements and reviews customer service policies and procedures
• Providing help and advice to customers using your organisation's products or services
• Keeping accurate records of discussions or correspondence with customers;
• Develops and monitors quotas for service volume and timeliness using Digital / IP Phone System
• Manage Customer Service Budget
• Motivating Customer Service staff to achieve high performance
• Manage all training programs on Customer Service Operations
• Monitoring calls for quality assurance
• Customer Service SOP Development
• Recruiting and hiring new personnel
• Manage Telemarketing operations as a part of Sales Division Responsibilities
• Responsible for the directions and profitability of the operating unit of organizations
• Responsible for reporting and analysis, quota deployment, issue resolution, compliant handling and other project as assigned
• Responsible for Customer Service KPI monitoring, SLA monitoring and Staff Monitoring
• Responsible for Customer Satisfaction Result
• Responsible for Telemarketing and Customer Service Quality and Measurement
• Cultivate voice of customer as reference to achieve customer satisfaction target
• Dealing and Managing with Customer to achieve Customer Satisfaction
• Develop and Manage Customer Service Business Process

Requirements:

Female, age maximum: 35 years
• Willing to work on shift
• Bachelor Degree from all major with GPA min. 2.75
Experienced as Call Centre Supervisor minimum 3-5 years, especially in banking industry
• Experienced in using and develop Contact Centre Application
• Understand Contact Centre Performance Indicator, the measurement and the implementation
• Good in Excel and PowerPoint
• Good interpersonal and communication skills
• Customer Oriented and Excellent Customer Service
• Must be able to speak and communication in English

Please kindly send your updated CV + photo to ira@presleyconsulting.com

With subject: Customer Service Manager


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