Customer Service Team Manager - Bali, Indonesia

Join IBEX Global Solutions as a Customer Service Team Manager in the vibrant heart of Bali! This is your opportunity to lead a dynamic team in delivering exceptional customer experiences while driving operational excellence in one of the world’s most sought-after destinations. As a Customer Service Team Manager, you will be responsible for overseeing a team of 8-12 customer service representatives, ensuring they provide top-notch support to our diverse clientele. Your mission is to enhance customer satisfaction, streamline processes, and ensure our operations run smoothly. With a rich history spanning over a decade, IBEX Global Solutions has been a trusted name in the hospitality industry, offering a range of services including resort management, event planning, and customer service solutions. In Bali, we are committed to creating memorable experiences for our guests, and your role will be pivotal in achieving this vision. Daily, you will navigate the complexities of customer service, from handling inquiries and resolving complaints to implementing feedback-driven improvements. This role offers a unique blend of leadership, strategic thinking, and hands-on management, all within the stunning backdrop of Bali.

In this role, you will utilize industry-standard tools such as Zendesk, Salesforce, and Microsoft Teams to manage customer interactions and team performance. You will also have the opportunity to work closely with other departments to ensure seamless service delivery. With a focus on continuous improvement, you will drive initiatives to enhance customer service metrics and employee engagement. This is a chance to make a significant impact in a fast-paced, customer-centric environment. If you are a seasoned professional with a passion for customer service and a desire to lead a high-performing team, we invite you to join us in Bali and be part of our ongoing success story.

📋 Tanggung Jawab Pekerjaan

• Lead a team of 8-12 Customer Service Representatives, providing guidance, training, and performance management.
• Oversee the implementation of customer service strategies to enhance satisfaction and loyalty.
• Monitor and analyze customer service metrics to identify areas for improvement.
• Develop and maintain standard operating procedures to ensure consistent service delivery.
• Collaborate with other departments to align customer service efforts with overall business goals.
• Handle and resolve customer complaints and escalations professionally and efficiently.
• Conduct regular team meetings to discuss performance, feedback, and operational improvements.
• Implement and monitor quality assurance programs to ensure high standards of service.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Hospitality Management, or a related field.
• Minimum of 5 years of experience in customer service management, preferably in the hospitality or travel industry.
• Proven track record of leading and managing customer service teams.
• Strong knowledge of customer service best practices and industry standards.
• Excellent communication and interpersonal skills to effectively lead and motivate a team.
• Proficiency in using customer service management tools such as Zendesk, Salesforce, and Microsoft Teams.
• Ability to analyze data and make data-driven decisions to improve service quality.
• Certification in customer service management or a related field is a plus.

🛠️ Keahlian

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