Customer Service Manager

- Develop and lead a high-performing customer care team to deliver top-notch service that aligns with our company’s standards and customer satisfaction goals.
- Design and implement training programs to equip team members with the necessary skills and knowledge.
- Offer ongoing support and guidance to team members, fostering a culture of excellence and continuous improvement.
- Serve as the primary point of contact for escalations, resolving issues when customers are dissatisfied with the service level, ensuring timely and effective solutions.
- Monitor performance metrics and implement strategies to maintain or exceed target customer satisfaction scores.
- Collaborate with cross-functional teams to enhance service delivery and address systemic customer service challenges.
- Other tasks as assigned

- Minimum of 5 years' experience in a supervisory or managerial role within IT Service Customer Support, with a strong background in phone, email, and chat support.
- Fluent in Indonesian (native level) and proficient in English (business level).
- Experience support End-point/Workstation based solutions via remote tools such as TeamViewer
- Experience with Linux and Windows server environments is highly desirable.
- A proven track record of commitment and long-term tenure in previous positions (3+ years).

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