Direktur Layanan Pelanggan (Customer Service Director)

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The Customer Service Director is responsible for overseeing and managing all aspects of the customer service department. This includes developing and implementing strategies to increase customer satisfaction, resolve escalating customer issues, and ensure the team meets performance targets. The Customer Service Director reports directly to the Chief Operating Officer (COO).

Responsibilities

• Develop and implement customer service policies and procedures to ensure efficient and effective service delivery.
• Supervise and manage the customer service team, providing guidance, training, and support to ensure high-quality customer interactions.
• Monitor and analyze customer service metrics, such as response times, customer satisfaction ratings, and completion rates, to identify areas for improvement and implement strategies to enhance the customer experience.
• Collaborate with other departments, such as sales, marketing, and operations, to ensure smooth coordination and alignment of customer service efforts with overall business goals.
• Handle escalated customer complaints and issues, ensuring quick resolution and customer satisfaction.
• Follow industry trends and best practices in customer service, and proactively identify opportunities to improve service offerings and increase customer satisfaction.
• Develop and maintain strong relationships with key customers, understanding their needs and preferences, and providing personalized support and solutions.
• Conduct regular performance evaluations of customer service team members, providing feedback and training to encourage continuous improvement.
• Develop and manage customer service

Requirements

• Bachelor's degree in business administration or related field
• Minimum 5 years experience in customer service management
• Strong leadership and team management skills
• Good communication and interpersonal skills
• Proven ability to develop and implement customer service strategies

Skills