Team Leader Customer Service PT Zona Edukasi Nusantara (Zenius Education)

Job Description:

1. Making weekly or monthly reports regarding the CS team performance
2. Managing day to day activities for the CS team
3. Make sure that every ticket is getting a response based on the SLA
4. Able to adapt and make a quick response if there are any changes regarding the responsibilities

Requirements:

1. S1 any major, from a reputable university (majoring in communication is preferred)
2. Has experience as Call Center or Omni Chanel Team Leader, in the e-commerce/telecommunications industry min 1 year.
3. Senior customer service can join with a minimum of 4 years of experience as a CS.
4. Excellent knowledge of customer service systems or apps and have experience using Zendesk, Salesforce, Freshdesk, or any Omni Chanel for CS.
5. Proficient in Ms. Office (Word, Excel, PPT) and G-suite
6. Experience in handling customer & customer satisfaction oriented
7. Excellent communication skills & Good Leadership Skills
8. Good command in English both written and speaking
9. Understand SLA metrics
10. Logical and analytical thinking skills
11. Willing to work in shift