CSAT Manager

Join Alorica as a CSAT Manager and lead the charge in delivering exceptional customer satisfaction in one of the world's most dynamic and beautiful locations—Bali! In this pivotal role, you will oversee customer service operations, drive continuous improvement in customer satisfaction metrics, and ensure that our clients' needs are met with the highest level of professionalism and care. With a competitive salary ranging from Rp 15,000,000 to Rp 25,000,000 per month, this is your opportunity to make a significant impact in a thriving industry while enjoying the unique culture and lifestyle that Bali offers.

As a CSAT Manager, you will be responsible for managing a team of customer service representatives, implementing best practices in customer service, and leveraging tools like ServiceNow, Salesforce, and other industry-standard software to enhance our service delivery. You will work closely with cross-functional teams to ensure seamless customer interactions and continuous improvement in our service standards. This role is perfect for a seasoned professional looking to thrive in a vibrant, international environment with ample opportunities for growth and development.

📋 Tanggung Jawab Pekerjaan

• Oversee daily customer service operations and ensure high levels of customer satisfaction.
• Manage and mentor a team of customer service representatives, providing guidance and support.
• Implement and monitor customer satisfaction metrics and KPIs to drive continuous improvement.
• Utilize ServiceNow, Salesforce, and other customer service tools to streamline operations and enhance service delivery.
• Collaborate with cross-functional teams to ensure seamless customer interactions and resolve issues efficiently.
• Conduct regular training sessions and workshops to upskill the team and improve service standards.
• Analyze customer feedback and identify areas for improvement in service delivery.
• Ensure compliance with company policies and industry regulations in customer service operations.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service management or a similar role.
• Proven track record of successfully managing customer service teams and driving customer satisfaction.
• Strong knowledge of customer service best practices and industry standards.
• Proficiency in using customer service management tools like ServiceNow, Salesforce, and other relevant software.
• Excellent leadership and communication skills with the ability to motivate and inspire a team.
• Strong analytical and problem-solving skills with the ability to analyze customer feedback and drive improvements.
• Familiarity with the hospitality or customer service industry, preferably in a high-volume, high-impact environment.

🛠️ Keahlian

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