• Develop and implement strategy for the customer service department in alignment with the company's overall objectives.
• Oversee day-to-day operations of the customer service department, ensuring timely response to customer issues and effective resolution.
• Create and implement customer service procedures, policies, and standards to optimize operational efficiency.
• Set and monitor customer satisfaction goals, collaborating with the team to consistently meet and exceed targets.
• Implement and refine key performance indicators (KPIs) to assess and improve overall service quality.
• Spearhead the creation, development, and implementation of an effective customer loyalty program to enhance customer retention and engagement.
• Analyze service statistics and prepare comprehensive reports, providing insights into customer trends, issues, and opportunities for improvement.
• Lead the recruitment, training, and development of the customer service team, ensuring a high level of expertise and professionalism.
• Manage the approved budget of the customer service department, optimizing resource allocation for maximum efficiency and effectiveness.

Requirements :

• Bachelor Degree from Communications or related majors.
• 5 years of proven solid experience as Customer Service Manager from Banking / Financial Services Industry.
• Proficient in using Customer Service system such as CiCare, etc.
• Required language: Bahasa Indonesia & English.
• Required skills: Excellent verbal and written communications, problem solver, good leadership.
• Required Microsoft skill: Excel, Power Point, Word.
• Willing to commute from Head Office at SCBD area to Operational Office at Bintaro Raya.