Customer Support Assistant Manager

Are you a dynamic and customer-focused professional looking to take the next step in your career? Pasona is seeking a Customer Support Assistant Manager to lead and elevate our customer support operations in Bali. This is a fantastic opportunity to join a global company that values innovation, teamwork, and customer satisfaction. In this role, you will be responsible for managing a team of customer support agents, ensuring high-quality service, and driving customer satisfaction to new heights. Based in one of Bali's vibrant locations, you'll be part of a dynamic team working with cutting-edge tools like Zendesk, Freshdesk, and Slack.

At Pasona, we pride ourselves on our commitment to excellence and our passion for creating exceptional customer experiences. As a Customer Support Assistant Manager, you will play a crucial role in our customer support strategy, focusing on improving response times, resolving customer issues efficiently, and fostering a culture of continuous improvement. With over 5 years of experience in customer support management, you will thrive in this role, leveraging your expertise to mentor and develop your team.

📋 Tanggung Jawab Pekerjaan

• Manage and mentor a team of customer support agents, providing guidance and support to ensure high performance and customer satisfaction.
• Monitor and analyze customer support metrics, identifying areas for improvement and implementing strategies to enhance service quality.
• Develop and implement training programs to upskill the team and ensure they are equipped with the latest tools and techniques.
• Collaborate with cross-functional teams to resolve complex customer issues and ensure seamless service delivery.
• Utilize customer support software such as Zendesk, Freshdesk, and Slack to streamline operations and improve efficiency.
• Conduct regular customer feedback sessions to gather insights and make data-driven decisions.
• Stay updated with industry trends and best practices in customer support to drive continuous improvement.
• Ensure compliance with company policies and regulatory requirements in customer support operations.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer support management, with a proven track record of success.
• Certification in customer service management or a related field is a plus.
• Strong leadership and team management skills, with the ability to mentor and develop a team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Proficient in using customer support software such as Zendesk, Freshdesk, and Slack.
• Analytical skills with the ability to monitor and analyze customer support metrics.
• Fluency in English, both written and spoken, is required.

🛠️ Keahlian

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