Lowongan Kerja Jakarta Pusat Posisi Customer Service Manager di PT. BUSINESS ECLOUD INDONESIA INFORMATION TECHNOLOGY

Info Loker

Perusahaan	PT. BUSINESS ECLOUD INDONESIA INFORMATION TECHNOLOGY
Posisi	Customer Service Manager
Tempat	Jakarta Pusat
Jenis Pekerjaan	Full Time
Spesialisasi Dibutuhkan	Manajemen & Dukungan (Call Center & Layanan Konsumen)
Gaji Min	Rp. 15.075.000
Gaji Max	Rp. 18.075.000

Roles and Responsibilities:

• Leadership and Management: Lead, mentor, and manage the service desk team, fostering a positive and productive work environment.
• Service Delivery: Oversee the daily operations of the service desk, ensuring timely and efficient resolution of technical issues within SLA.
• Customer Service: Maintain high levels of customer satisfaction by ensuring service desk team members provide exceptional support and follow-up.
• Process Improvement: Develop, implement and evergreen service desk policies, procedures, and best practices to improve efficiency and service quality.
• Performance Monitoring: Monitor and analyze service desk performance metrics, generating reports and providing recommendations for improvements.
• Incident Management: Manage major incidents, ensuring timely communication and resolution, and conduct post-incident reviews to identify areas for improvement.
• Training and Development: Identify training needs and coordinate training programs for service desk staff to enhance their skills and knowledge. Perform the needful training to suppliers and buyers.
• Stakeholder Collaboration: Work closely with internal IT teams, departments, and external vendors to ensure seamless service delivery and support.
• Technical Expertise: Stay updated with the latest industry trends, technologies, and best practices to continually enhance the service desk operations.
• Team Building: Possess the knowledge and experience to build a new service desk team from scratch as a project, including recruitment, training, and process implementation.

Skills and Qualifications:

• Experience: Minimum of 6 years of experience in a service desk or technical support role, with at least 2 years in a leadership position.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification is highly preferred.
• Technical Skills: Strong understanding of IT systems, infrastructure, and software applications. Proficiency in IT service management (ITSM) tools and ITIL process.
• Leadership Skills: Proven ability to lead, motivate, and develop a team. Excellent decision-making and problem-solving skills.
• Customer Focus: Strong customer service orientation with excellent communication and interpersonal skills.
• Analytical Skills: Ability to analyze performance metrics and make data-driven decisions.
• Organizational Skills: Exceptional organizational and time-management skills with the ability to manage multiple priorities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate technical issues to non-technical stakeholders. Command of the English language needs to be fluent
• Adaptability: Ability to work in a fast-paced environment and adapt to changing business needs.
• Project Management: Demonstrated experience in building a new service desk team from the ground up, including recruiting, training, and establishing processes and standards.

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Deskripsi Perusahaan

Info Perusahaan

• Industri: Konsultasi (IT, Ilmu Pengetahuan, Teknis & Teknikal)
• Ukuran Perusahaan: 1- 50 pekerja
• Waktu Proses Lamaran: 29 hari
• Tunjangan dan Lain-lain: Asuransi Gigi, Asuransi kesehatan, Waktu regular, Senin - Jumat, Bisnis (contoh: Kemeja)