It Customer Service Manager - Cloud Services (A-104522)

About The Company:

• The working venue is in Jakarta Selatan.
• Our client is a Cloud services company. Currently, they are looking for IT Customer Service Manager.

Job Responsibilities:

• 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, and 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 

Job Requirements:

• 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.
• Maximum age is 40 years old.
• A proven track record of commitment and long-term tenure in previous positions (3+ years).
• Demonstrates a high degree of punctuality, accountability, and a readiness to assist team members at any time.
• Thrives in a small company atmosphere, with a genuine enthusiasm for contributing to a cohesive and supportive team.
• Exhibits a strong sense of pride in delivering exceptional Customer Service and in fostering a positive work environment.

[Only CV in English will be processed]