Customer Service and Support Supervisor

Join APL Logistics as a Customer Service and Support Supervisor and become the cornerstone of our client satisfaction strategy. In this pivotal role, you will oversee dedicated customer service teams, ensuring seamless delivery of support solutions across assigned accounts. Your expertise will drive our commitment to excellence in customer service, with a focus on resolving issues promptly and maintaining high levels of client satisfaction. Based in Jakarta Raya, you'll have the opportunity to grow within a dynamic and forward-thinking logistics company.

As a Customer Service and Support Supervisor at APL Logistics, you will be at the heart of our operations, directly impacting our clients' experience. You'll manage a team of customer service representatives, setting performance standards and fostering a culture of continuous improvement. Utilizing tools like Zendesk and Salesforce, you'll monitor customer interactions, identify trends, and implement strategies to enhance service quality. This role offers a unique blend of leadership, problem-solving, and strategic thinking, with the potential for significant career growth within APL Logistics.

📋 Tanggung Jawab Pekerjaan

• Oversee and manage a team of customer service representatives, ensuring high standards of service delivery.
• Monitor and analyze customer interactions using tools like Zendesk and Salesforce to identify trends and areas for improvement.
• Develop and implement strategies to enhance customer satisfaction and service quality.
• Resolve complex customer issues and escalations, ensuring timely and effective resolutions.
• Provide training and mentorship to team members, fostering a culture of continuous learning and improvement.
• Collaborate with cross-functional teams to align customer service initiatives with overall business goals.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Stay updated with industry best practices and emerging trends in customer service and support.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service, support, or a related role, with at least 2 years in a supervisory capacity.
• Proven track record of successfully managing and mentoring customer service teams.
• Strong knowledge of customer service software and tools, such as Zendesk, Salesforce, or similar.
• Excellent communication, leadership, and problem-solving skills.
• Ability to analyze data and identify trends to drive continuous improvement.
• Certification in customer service management or a related field is a plus.
• Fluency in both written and spoken English and Indonesian.

🛠️ Keahlian

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