Customer Support Representative Lead (CSR Lead) - Bali

Join PT IBMC Business Group in Bali as a Customer Support Representative Lead (CSR Lead) and take the next step in your career with a fast-growing company in one of the world's most dynamic locations. This is a unique opportunity to lead a high-performing customer support team in Bali, where you'll manage, mentor, and inspire a team of 5-7 Customer Support Representatives. Your mission is to ensure exceptional customer service, driving customer satisfaction and loyalty for our clients.

As a CSR Lead at PT IBMC Business Group, you'll be at the heart of our operations, working closely with our international clients to resolve their inquiries and issues efficiently. You'll leverage your leadership skills to streamline processes, implement best practices, and foster a culture of continuous improvement. With Bali's vibrant and diverse community, you'll have the opportunity to work in a dynamic and culturally rich environment.

Daily, you'll handle a variety of tasks, from managing customer complaints and resolving issues to training and developing your team. You'll use tools like Zendesk, Salesforce, and Google Workspace to manage customer interactions and track performance metrics. This role offers significant growth opportunities, with the potential to advance to higher leadership positions within the company.

📋 Tanggung Jawab Pekerjaan

• Lead and manage a team of 5-7 Customer Support Representatives, ensuring they deliver exceptional service to our clients.
• Resolve customer inquiries and complaints efficiently, ensuring high levels of customer satisfaction.
• Monitor and analyze customer support performance metrics, identifying areas for improvement and implementing solutions.
• Train and develop team members, fostering a culture of continuous learning and improvement.
• Collaborate with cross-functional teams to ensure seamless customer experiences.
• Stay updated with industry trends and best practices in customer support.
• Use tools like Zendesk, Salesforce, and Google Workspace to manage customer interactions and track performance metrics.
• Participate in regular team meetings and provide feedback to ensure alignment with company goals.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum 3 years of experience in customer support or a related role, with at least 1 year of leadership experience.
• Proven track record of managing and mentoring a team of customer support representatives.
• Strong communication and interpersonal skills, with the ability to build rapport with clients and team members.
• Excellent problem-solving and decision-making skills.
• Proficiency in English, both written and spoken.
• Familiarity with customer support software like Zendesk, Salesforce, or similar tools.
• Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.

🛠️ Keahlian

Lowongan Terkait