Customer Service Manager

The Customer Service Manager is responsible for the day-to-day management of the customer and seller ticketing system, ensuring tickets are handled efficiently and escalated appropriately. this role works closely with BPO agents and internal teams to ensure SLAs are adhered to and customer issues are resolved promptly

Responsibilities

• Ticket Handling Oversight : Monitor daily ticket flow via XSpace, ensuring tickets are assigned and tracked and resolved in a timely manner
• BPO Coordination : Work closely with the BPO supervisor to ensure BPO agents are meeting ticket resolutions SLAs and quality Standards
• Escalation Management: Handle escalated cases that require more complex resolutions or are critical to seller relations.
• Training Support: Assist in the training of BPO agents, ensuring they understand the ticketing process and basic logistics operations.
• Performance Reporting: Generate reports on ticket handling performance, highlighting areas of improvement or bottlenecks in the process.
• Customer Communication: Ensure customer-facing communication is timely, professional, and in line with company policies.

Qualifications

• Bachelor’s degree in Business Administration, or a related field
• Minimum of 3 years experience in customer service
• Proven experience in establishing customer service processes and leading a team.
• Excellent communication and interpersonal skills, with a customer-centric mindset.
• Ability to thrive in a fast-paced environment and manage multiple priorities.
• Fluency in Bahasa, English – ability / fluency in Chinese language will be a plus
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)