Executive recruitment consultant Monroe Consulting Group Indonesia is recruiting on behalf of a Global Consumer Goods Company. Our client is seeking for Customer Service Senior Manager position. This job will be based in South Jakarta.
- Lead and mentor a team of customer service representatives to ensure they meet and exceed performance standards.
- Maintain a high level of customer satisfaction by addressing customer inquiries, issues, and concerns in a timely and professional manner.
- Identify areas for improvement and develop and execute improvement plans.
- Analyze customer service data, feedback, and KPIs to identify trends and opportunities for improvement.
- Collaborate with other departments such as Sales, Marketing, and Supply Chain to ensure a seamless customer experience across all touchpoints.
- Bachelor's degree in Business, Management, or a related field (Master's degree preferred).
- Proven experience in customer service or a related field, with at least 3 years in a managerial role.
- Strong leadership, communication, and interpersonal skills.
- Analytical mindset with a track record of using data to drive decision-making.
- Familiarity with FMCG industry and customer service best practices.