New
Customer Support Supervisor
1 minggu yang lalu
JAKARTA
Lowongan berakhir pada :
Deskripsi pekerjaan :
Deskripsi Lowongan Lengkap
Value Kami
HONESTY & TRUSTWORTHY
DIVERSITY & FAIRNESS
TEAMWORK & COLLABORATION
Job Description:
a. Admin Activity
b. Training and Documentation
c. Monitoring & Tracking Staff Performance
d. Performance & Reporting
Requirements:
a. Admin Activity
- Monitor PO & Quotation tickets hourly to ensure all tickets are handled within SLA by Admin & Order Processing team.
- Proactively assist Admin & Order Processing staff when dealing with difficult or complex cases.
- Monitor order status and maintain customer account information database.
- Manage scheduling and backup plans for Admin & Order Processing team.
- Handle other administrative tasks as assigned.
- Coordinate with other departments related to order processing operations.
b. Training and Documentation
- Communicate any updates to company policies or procedures to the team.
- Conduct trainings to support Admin & Order Processing staff performance, including onboarding, refresher, and new feature trainings.
- Develop training materials and documentation to support operational excellence.
- Collaborate with relevant departments to plan and schedule appropriate training sessions.
- Organize regular team meetings.
c. Monitoring & Tracking Staff Performance
- Perform monthly monitoring and evaluation for each team member.
- Foster a positive and motivating work environment.
- Provide constructive feedback and maintain open, supportive communication with Admin staff.
d. Performance & Reporting
- Act as a role model for the CS Admin & Order Processing team in work ethic and discipline, including punctuality.
- Maintain records of Admin & Order Processing KPI achievements.
- Prepare admin performance reports for management purposes on a weekly, monthly, quarterly, and annual basis.
Requirements:
- Minimum Diploma (D3) in any major.
- At least 2 years of experience managing a Customer Support, Call Center, or Admin team.
- Proficient in Microsoft Excel (formulas, pivot tables, etc.).
- Experienced in using CRM systems (e.g., Zendesk, Salesforce, Freshdesk, etc.).
- Solid understanding of basic data analysis; having SQL skills is a strong plus.
- Good command of English (spoken and written).
Proses Rekrutmen Kami
Upload CV kamu sesuai dengan posisi yang diminati.
Proses interview umumnya dilakukan 3 kali: HR, user, dan Presiden Direktur.
Kandidat akan diberikan tes sesuai dengan jobdesc dari posisi yang diminati.
Jika seluruh tahapan berhasil dilalui dengan baik, tim HR akan menghubungi kamu untuk memberikan penawaran.
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Location
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PerusahaanMonotaRO
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Kontak
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Emailcs@monotaro.id
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Website
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AlamatJl. Raya Sepande Candi No.19, Krajan, Sepande Kec. Candi, Kabupaten Sidoarjo, Jawa Timur 61271