Jakarta International Customer Service Institute (JICSI)

Customer Service Manager

Job Summary

  • Improving customer service experience, create engaged customers and facilitate organic growth.
  • Taking ownership of customers issues and following problems through to resolution.
  • Setting a clear mission and deploying strategies focused towards that mission

Responsibilities:

  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Take ownership of customers issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused towards that mission.
  • Develop service procedures, policies and standards.
  • Keep accurate records and document customer service actions and discussions.
  • Analyse statistics and compile accurate reports.
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
  • Control resources and utilise assets to achieve qualitative and quantitative targets.
  • Adhere to and manage the approved budget.
  • Maintain an orderly workflow according to priorities.

Requirements:

  • Proven working experience as a customer service manager, retail manager or assistant manager.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • Proficiency in English.
  • Working knowledge of customer service software, databases and tools.
  • Awareness of industry’s latest technology trends and applications.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Customer service orientation.
  • BS degree in Business Admin.