Customer Service Team Lead
25112 Padang, West Sumatra
IDR10000000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client, a growing tech company, is seeking a dynamic and experienced Customer Service Team Lead to manage their support operations in Padang, West Sumatra, ID . This hybrid role requires you to be present in the office for team coordination and critical meetings, while offering flexibility for remote work for individual tasks. You will be responsible for leading a team of customer service representatives, ensuring exceptional service delivery, and driving customer satisfaction. The ideal candidate has a strong understanding of customer support best practices and a passion for helping others.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead, mentor, and motivate a team of customer service representatives to achieve performance goals.
- Oversee daily operations of the customer service department, ensuring efficient ticket handling and issue resolution.
- Develop and implement customer service policies and procedures to enhance service quality.
- Monitor customer interactions and provide feedback and coaching to team members.
- Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
- Analyze customer feedback and service data to identify trends and areas for improvement.
- Train new customer service representatives and conduct ongoing training for existing staff.
- Collaborate with other departments to resolve customer issues and improve overall customer experience.
- Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Contribute to the development of knowledge base articles and support documentation.
- Participate in performance reviews and talent development for the team.
Qualifications:
- High school diploma or equivalent; Bachelor's degree in a related field is a plus.
- Minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory role.
- Proven experience managing and motivating customer service teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to work effectively in a hybrid work environment, balancing on-site and remote responsibilities.
- Strong organizational and time management skills.
- A customer-centric mindset and a passion for delivering exceptional service.
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Customer Service & Technical Support Agent
25111 Padang, West Sumatra
IDR5500000 Annually
WhatJobs
Posted 8 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and skilled Customer Service & Technical Support Agent for their operations in **Padang, West Sumatra, ID**. This hybrid role requires a combination of in-office presence and remote work flexibility. You will be the first point of contact for customers, resolving inquiries, troubleshooting issues, and ensuring a positive customer experience. The ability to communicate effectively and empathetically is crucial.
Key responsibilities include:
The ideal candidate possesses excellent communication, problem-solving, and interpersonal skills. Previous experience in customer service or technical support is highly desirable. Familiarity with CRM software and helpdesk ticketing systems is a plus. You should be patient, empathetic, and able to work effectively in a dynamic environment. The ability to manage multiple tasks simultaneously and adapt to new information is essential. This role offers a blend of on-site collaboration and remote flexibility, making it ideal for someone seeking work-life balance in the **Padang** region. If you are passionate about helping others and possess strong communication abilities, we encourage you to apply.
Key responsibilities include:
- Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
- Providing first-level technical support and troubleshooting for product-related issues.
- Guiding customers through product features, setup, and usage.
- Resolving customer complaints and escalating complex issues to the appropriate departments.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Maintaining a high level of product knowledge and technical expertise.
- Identifying opportunities to improve customer satisfaction and service processes.
- Collaborating with other teams, such as sales and product development, to address customer needs.
- Adhering to service level agreements (SLAs) and quality standards.
- Gathering customer feedback and reporting on common issues or trends.
- Assisting with customer account management and order inquiries.
- Contributing to a positive team environment and sharing knowledge with colleagues.
The ideal candidate possesses excellent communication, problem-solving, and interpersonal skills. Previous experience in customer service or technical support is highly desirable. Familiarity with CRM software and helpdesk ticketing systems is a plus. You should be patient, empathetic, and able to work effectively in a dynamic environment. The ability to manage multiple tasks simultaneously and adapt to new information is essential. This role offers a blend of on-site collaboration and remote flexibility, making it ideal for someone seeking work-life balance in the **Padang** region. If you are passionate about helping others and possess strong communication abilities, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
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Senior Customer Service & Helpdesk Manager
25111 Padang, West Sumatra
IDR12000000 Monthly
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client is seeking a dynamic and experienced Senior Customer Service & Helpdesk Manager to lead their support operations, operating entirely remotely. This role is essential for ensuring exceptional customer satisfaction and efficient technical support delivery. You will be responsible for managing a team of support agents, optimizing helpdesk processes, and driving service excellence. The ideal candidate is a strong leader with a deep understanding of customer support best practices, technical troubleshooting, and team motivation, all within a virtual environment.
Responsibilities:
Responsibilities:
- Leading, training, and mentoring a remote team of customer service and helpdesk agents.
- Overseeing daily helpdesk operations, ensuring timely and effective resolution of customer inquiries and technical issues.
- Developing and implementing customer service policies and procedures to enhance customer satisfaction and loyalty.
- Monitoring key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and implementing strategies for improvement.
- Managing the helpdesk ticketing system, ensuring accurate tracking, assignment, and documentation of all support requests.
- Identifying recurring technical issues and collaborating with relevant departments to implement permanent solutions.
- Developing and maintaining comprehensive knowledge base articles and FAQs for both internal and external use.
- Analyzing customer feedback and support trends to identify areas for service enhancement.
- Managing escalations and complex customer issues with professionalism and efficiency.
- Contributing to the continuous improvement of support tools and technologies.
- Ensuring effective communication and collaboration between the support team and other departments.
- Developing and conducting training sessions for new and existing support staff on products, services, and support tools.
- Managing schedules and ensuring adequate coverage for the remote support team across different time zones, if applicable.
- Reporting on helpdesk performance and key metrics to senior management.
- Championing a customer-centric culture within the support team and across the organization.
This advertiser has chosen not to accept applicants from your region.
2
Remote Customer Service Team Lead
25111 Padang, West Sumatra
IDR12000000 Monthly
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client, a forward-thinking technology company, is seeking an experienced and empathetic Remote Customer Service Team Lead to manage and inspire their distributed customer support team. This fully remote role is essential for ensuring the delivery of exceptional customer service across all communication channels, including email, chat, and phone. You will be responsible for leading, training, coaching, and motivating a team of customer service representatives, fostering a positive and high-performance culture. Key duties include setting performance targets, monitoring key metrics (e.g., response times, resolution rates, customer satisfaction scores), conducting regular performance reviews, and implementing strategies to enhance team efficiency and effectiveness. You will also handle escalated customer inquiries and complex issues, ensuring swift and satisfactory resolutions. Developing and updating customer service protocols, knowledge base articles, and training materials will be an integral part of the role. The ideal candidate possesses strong leadership capabilities, excellent problem-solving skills, and a deep understanding of customer service best practices. Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems is required. Excellent communication, interpersonal, and conflict-resolution skills are paramount for success in this remote leadership position. A minimum of 4 years of experience in customer service, with at least 2 years in a team lead or supervisory role, is required. A Bachelor's degree or equivalent experience is preferred. If you are passionate about customer advocacy and possess the skills to build and lead a high-performing remote customer support team, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
3
Remote Lead Customer Service Specialist
25111 Padang, West Sumatra
IDR9000000 Annually
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client is actively seeking a dedicated and experienced Lead Customer Service Specialist to join their remote-first support team. In this crucial role, you will be the primary point of contact for customers, providing exceptional support, resolving inquiries, and ensuring a positive customer experience. You will also be responsible for training and mentoring junior customer service representatives, developing support documentation, and contributing to the continuous improvement of customer service processes. This position requires outstanding communication skills, both written and verbal, and the ability to empathize with customers while efficiently resolving issues. You will handle complex customer escalations, troubleshoot technical problems, and guide customers through product features and services. A deep understanding of customer relationship management (CRM) systems and ticketing platforms is essential. The ideal candidate will have a proven track record in customer service, with at least 3 years of experience, including experience in a lead or supervisory capacity. While this role is fully remote, requiring excellent self-management and time organization skills, you must be able to collaborate effectively with team members and management through virtual channels. A strong problem-solving aptitude, patience, and a positive attitude are key. A Bachelor's degree or equivalent practical experience is preferred. You will play a vital role in shaping customer perception and loyalty, ensuring that every interaction reflects our client's commitment to service excellence. This is an exciting opportunity for a motivated individual to make a significant impact from the comfort of their home.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Service & Helpdesk Specialist - Technical Support
25112 Padang, West Sumatra
IDR7000000 Monthly
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client is seeking a highly proficient and empathetic Senior Customer Service & Helpdesk Specialist to join their fully remote support team. This role is crucial for providing exceptional technical assistance and customer support to our user base. As a remote-first position, you will be the primary point of contact for users experiencing technical difficulties, requiring strong problem-solving skills, clear communication, and a customer-centric approach. Your responsibilities will include troubleshooting hardware and software issues, guiding users through solutions, documenting support interactions, and escalating complex problems to appropriate teams. You will leverage various support channels, including phone, email, and chat, to ensure timely and effective resolution of customer inquiries. The ideal candidate will have a deep understanding of common IT issues, excellent diagnostic abilities, and a commitment to delivering outstanding service. You will also play a role in identifying trends in support requests and providing feedback to improve products and documentation. If you are a dedicated support professional with a passion for technology and helping others, this remote role offers a fantastic opportunity to grow your career.
Key Responsibilities:
Key Responsibilities:
- Provide comprehensive technical support and troubleshooting assistance to customers via phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues efficiently.
- Guide users through step-by-step solutions in a clear and concise manner.
- Document all support interactions, including issues, troubleshooting steps, and resolutions, in the helpdesk system.
- Escalate unresolved issues to higher-level support or relevant technical teams.
- Maintain a high level of customer satisfaction through professional and timely service.
- Contribute to the creation and maintenance of a knowledge base of common issues and solutions.
- Identify recurring technical problems and provide feedback for product improvement and documentation updates.
- Stay up-to-date with product knowledge and technical advancements.
- Adhere to established service level agreements (SLAs) for response and resolution times.
- Assist in training junior helpdesk staff as needed.
- Minimum of 3-5 years of experience in customer service or helpdesk support, preferably with a focus on technical support.
- Proven ability to troubleshoot and resolve a wide range of IT issues (e.g., operating systems, applications, network connectivity).
- Excellent communication, listening, and interpersonal skills.
- Strong problem-solving and diagnostic abilities.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Familiarity with remote support tools.
- Customer-focused mindset with a commitment to delivering exceptional service.
- Ability to work independently and manage time effectively in a remote work environment.
- Technical certifications (e.g., CompTIA A+, Network+) are a plus.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
This advertiser has chosen not to accept applicants from your region.
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