Customer Support Representative Lead (CSR Lead)
IBMC · Indonesia
Sekilas tentang pekerjaan ini
IBMC merekrut Customer Support Representative Lead untuk memimpin tim dukungan pelanggan kliennya, sebuah perusahaan yang berkembang pesat di Bali. Posisi ini berada di bawah pengelolaan langsung IBMC dan mencakup dukungan melalui email serta live chat. Kandidat diharapkan memiliki pengalaman customer support 3–4 tahun, termasuk pengalaman memimpin tim.
Tugas utama
- Memimpin operasional antrean dukungan melalui email dan live chat
- Menangani eskalasi keluhan pelanggan yang kompleks atau sensitif
- Meninjau kualitas tiket, memberi masukan, dan melatih agen
- Menyusun basis pengetahuan, SOP, dan panduan FAQ
- Melacak metrik dukungan dan melaporkan kinerja kepada pemangku kepentingan
Kualifikasi utama
- Gelar Sarjana Komunikasi, Bisnis, Administrasi Bisnis, atau bidang terkait
- Pengalaman customer support 3–4 tahun, termasuk 1–2 tahun memimpin tim
- Kemampuan komunikasi profesional dalam bahasa Inggris dan Bahasa Indonesia
- Mahir menggunakan Zendesk, Freshdesk, Intercom, atau platform helpdesk serupa
- Memahami metrik layanan pelanggan dan berpengalaman membuat dokumentasi atau SOP
Ringkasan ini dibuat dengan AI dari deskripsi di bawah. Yang berlaku adalah deskripsi lengkapnya di situs IBMC.
Deskripsi pekerjaan
IBMC is a prominent business management consulting company in Indonesia, dedicated to driving business success. With a strong presence in the Indonesian market, we offer a comprehensive range of services tailored to meet the diverse needs of both local and international businesses.
Currently, we are assisting our client, a fast-growing company based in Bali, in hiring a Customer Support Representative Lead (CSR Lead). In this role, you will be directly managed under IBMC while leading the front-line support pod for our client's operations.
We are seeking a proactive, highly organized, and communicative Customer Support Representative Lead to oversee and elevate our customer support team. Building upon core support duties, you will take ownership of team performance, daily operations, quality assurance, and high-level escalations. The ideal candidate combines hands-on support experience with strong leadership skills to guide the team in delivering a seamless user experience across email and live chat channels.
Key Responsibilities
- Team Leadership & Operations: Supervise daily support queue operations (Email and Live Chat), monitor team bandwidth, and ensure accurate, timely responses during operational hours.
- Escalation Management: Handle high-priority, complex, or sensitive customer complaints escalated by support representatives and resolve them promptly.
- Quality Assurance (QA) & Coaching: Routinely review support tickets, monitor response quality, provide constructive feedback, and conduct training sessions to upskill support agents.
- Process & Knowledge Management: Create and update internal knowledge bases, standard operating procedures (SOPs), and customer-facing FAQ guides to enhance self-service and team efficiency.
- Direct Customer Support: Maintain active involvement in answering customer inquiries, guiding them through products and services, and educating users on product functionalities.
- Performance Reporting: Track key customer support metrics (e.g., CSAT, First Response Time, Resolution Rate) and report regular performance insights to IBMC and client stakeholders.
Requirements
- Education: Bachelor’s Degree in Communications, Business, Business Administration, or a related field.
- Experience: Minimum 3–4 years of customer support experience, with at least 1–2 years in a leadership, supervisory, or team lead role.
- Communication Mastery: Flawless professional written and spoken communication skills in English and Bahasa Indonesia.
- Technical Skills: Strong proficiency with helpdesk ticketing systems (e.g., Zendesk, Freshdesk, Intercom) and live chat platforms.
- Problem-Solving & Composure: Demonstrated ability to remain calm, analytical, and polite when managing difficult customer escalations under pressure.
- Data & Process Orientation: Familiarity with customer service metrics (CSAT, SLA, FRT) and experience creating support documentation/SOPs.
Benefits
- Direct career oversight and professional development under IBMC.
- Collaborative and supportive team environment supporting a growing Bali-based enterprise.