SUPERVISIOR CUSTOMER SERVICE

About the role

Lead and develop a Customer Service team based on WhatsApp & CRM. Ensure fast, consultative, professional, and consistent customer responses. Manage team workload, targets, service quality, and productivity. Monitor customer funnel (Inquiry → Qualified → Booking/Lost) to identify bottlenecks and analyze conversion rates and lost leads to develop improvement action plans. Develop communication strategies including templates, sales scripts, FAQ, objection handling, and follow-up protocols. Conduct coaching, briefing, role play, feedback, and performance reviews. Monitor performance dashboards and coordinate across divisions including Marketing, Scheduling & Operations, and Customer Care.

Job Deskripsi

• Memimpin dan mengembangkan tim Customer Service berbasis WhatsApp & CRM.
• Memastikan respons customer cepat, konsultatif, profesional, dan konsisten.
• Mengelola workload, target tim, kualitas pelayanan, dan produktivitas.
• Monitoring komunikasi CS, audit percakapan, dan menjaga standar layanan.
• Mengawasi funnel customer (Inquiry → Qualified → Booking/Lost) untuk identifikasi bottleneck.
• Menganalisis conversion rate, lost leads, dan menyusun action plan perbaikan.
• Mengembangkan strategi komunikasi: template, sales script, FAQ, objection handling, follow-up.
• Melakukan coaching, briefing, role play, feedback, dan performance review tim.
• Monitoring dashboard performa (response time, qualified leads, conversion rate, follow-up, lost reason).
• Berkoordinasi lintas divisi: Marketing, Scheduling & Operations, Customer Care.

Kualifikasi

• Pendidikan minimal D3/S1 semua jurusan.
• Pengalaman ≥3 tahun di Customer Service/Inbound Sales/Contact Center/Customer Experience.
• Pengalaman ≥1–2 tahun sebagai Team Leader/Supervisor berbasis target.
• Leadership, coaching, communication, dan problem solving yang kuat.
• Memahami funnel customer, conversion rate, qualification, objection handling, follow-up, closing.
• Terbiasa menggunakan CRM, WhatsApp Business/API, omnichannel.
• Kemampuan analisis data baik, mampu ubah data performa jadi action plan.
• Terstruktur, detail, konsisten dalam menjaga kualitas data CRM.
• Berorientasi target dengan tetap menjaga kualitas layanan & customer experience.
• Pengalaman di industri jasa/hospitality/home service/premium service menjadi nilai tambah.

Benefits

• BPJS Kesehatan
• BPJS Ketenagakerjaan
• Bonus and Target