Direktur Layanan Pelanggan (Customer Service Director)
About this position
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