Job description
- Supervise and manage the Customer Care team to ensure smooth daily operations and service delivery.
- Oversee the preparation and quality of monthly customer reports, ensuring accuracy and timely delivery.
- Conduct site inductions and facility walkthroughs for new customer onboarding to ensure understanding of operational processes.
- Manage and resolve internal and external issues by coordinating with relevant teams for efficient problem-solving.
- Drive continuous process improvements within Customer Care to enhance efficiency, customer satisfaction, and alignment with company standards.
- Monitor team performance, provide coaching, and foster a culture of professionalism and accountability.
- Act as the escalation point for complex customer concerns, ensuring timely communication and resolution.
- Collaborate with other teams to ensure seamless customer support and service excellence.
Job requirements
- Proven experience as a call center agent, customer service officer, or similar role, with leadership or supervisory experience.
- Strong ability to lead, coach, and motivate a team while ensuring alignment with company standards and customer expectations.
- Experience managing day-to-day operations, including reporting, team coordination, and performance monitoring.
- Familiarity with data center services or IT environments is an advantage.
- Excellent communication and interpersonal skills to manage both internal stakeholders and external customers professionally.
- Strong problem-solving skills with the ability to make quick and effective decisions in dynamic situations.
- Experience with ticketing systems, reporting tools, and customer management platforms is an advantage.
- High attention to detail, strong organizational skills, and the ability to prioritize tasks effectively.
- Comfortable driving process improvements and implementing best practices.
- Ability to communicate and correspond effectively in English.
Benefits
- Competitive salary package and allowances
- Annual performance bonus
- Health insurance coverage (BPJS Kesehatan & BPJS Ketenagakerjaan) and Private Insurance
- Annual leave entitlement in accordance with company policy
- THR (Religious Holiday Allowance)
- Training and professional development opportunities
- Career growth and internal mobility opportunities
- Supportive and collaborative work environment
Job information
Education
Bachelor Degree (S1)
Experience level
Mid Senior Level
Minimum experience
3 years
Gender
No Qualification
Published date
12 Mar 2026