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).