As a Customer Experience Supervisor at Angkas, you will be responsible for leading and supervising a team of Customer Experience Associates to ensure exceptional service to our valued customers. You will play a vital role in managing the day-to-day operations, monitoring team performance, and fostering a positive and productive working environment.
- Lead, train, and mentor Customer Experience Associate and SMEs, providing them with the guidance and support they need to excel.
- Develop and implement customer service process improvements to streamline operations and enhance efficiency.
- Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results.
- Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction.
- Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
- Analyze Service Excellence data to identify trends and opportunities.
- Identify and address training needs based on quality assurance findings.
- Accept other associated responsibilities and projects as the need arises or as assigned by the Company.
Requirements
- Bachelor's degree in business, communications, or related field.
- Minimum of 3 years of experience in customer service.
- Proven leadership and supervisory experience.
- Strong problem-solving and decision-making skills.
- Excellent communication and interpersonal skills.
- Ability to work under pressure, meet deadlines, and achieve team targets.
- Proficiency in customer service software and systems.
Benefits
Why join Angkas?
- Freedom of work
- Work life balance
- Free meal and use of gym
- Opportunities for promotion
- Start-up environment
- Multi-cultural and Agile work environment
- Diversified use of technology
•
Last updated on Jul 26, 2024