Customer Operations Manager

Join PT Bangka Belitung Digital Solutions as our Customer Operations Manager and lead our customer success initiatives in the heart of Bangka Belitung. In this pivotal role, you will oversee customer support, streamline operations, and drive excellence in service delivery. As part of our growing team in Pangkalpinang, you will have the opportunity to make a significant impact on our customers and our company's success.

In this role, you will be responsible for managing and optimizing our customer support operations, ensuring that our customers receive the highest level of service. You will work closely with our sales and marketing teams to ensure that our customer support initiatives align with our business goals. You will also be responsible for monitoring and improving our customer satisfaction metrics, and for implementing best practices in customer service.

📋 Tanggung Jawab Pekerjaan

• Manage and supervise customer support teams, ensuring high levels of customer satisfaction and service quality.
• Develop and implement customer support strategies that align with the company's business objectives.
• Monitor and analyze customer support metrics, such as response times, resolution rates, and customer satisfaction scores.
• Train and develop customer support staff, providing ongoing coaching and mentoring.
• Collaborate with sales and marketing teams to ensure that customer support initiatives are aligned with business goals.
• Implement and maintain customer support software, such as Zendesk or Freshdesk.
• Identify and address customer support issues, and develop solutions to improve service delivery.
• Monitor and report on customer support performance, providing regular updates to management.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Computer Science, or a related field.
• Minimum of 5 years of experience in customer support operations management.
• Proven experience in managing customer support teams and driving customer satisfaction.
• Strong knowledge of customer support software, such as Zendesk or Freshdesk.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work well under pressure and meet tight deadlines.
• Certification in customer service management or a related field is a plus.
• Fluency in English and Bahasa Indonesia.

🛠️ Keahlian

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