Customer Care Unit Supervisor

Pinhome | Jakarta | ID

About the role

The CCU Supervisor will lead and oversee the entire Customer Care Unit, including Team Leaders, Agents, and the Quality Assurance / Learning & Development (QA/L&D) team. This role is responsible for driving operational excellence, ensuring high service quality, and achieving customer satisfaction targets. The ideal candidate will be a strong leader with a proven track record in managing high-volume service operations.

What You Will Do

  • Supervise, mentor, and motivate CCU Team Leaders, Agents, and QA/L&D staff to meet SLAs and performance targets.

  • Design, implement, and refine support workflows, policies, and tools to improve efficiency and customer experience.

  • Manage escalated customer cases, ensuring timely and satisfactory resolution.

  • Organize onboarding and ongoing training to enhance product knowledge, soft skills, and problem-solving abilities.

  • Monitor KPIs such as CSAT, NPS, response time, and resolution time; prepare regular performance reports.

  • Collaborate with cross-functional teams (Product, Operations, Brand, Marketing, Legal) to address feedback and prevent recurring issues.

  • Oversee helpdesk, telephony, WhatsApp, and ticketing systems for optimal case tracking and resolution.

  • Analyze support data to identify trends and opportunities for proactive service improvement.

  • Investigate customer complaints directed to regulators and determine appropriate actions for both service providers and customers.

What You Will Need

  • Bachelors degree in Business, Communications, or a related field.

  • Minimum 5 years experience in customer service, including at least 2 years in a managerial role.

  • Strong leadership, interpersonal, and conflict resolution skills.

  • Proficiency in customer service software and CRM tools.

  • Excellent verbal and written communication skills.

  • Analytical mindset with the ability to generate actionable insights.

  • Ability to thrive in high-pressure, high-volume environments.


Information :

  • Company : Pinhome
  • Position : Customer Care Unit Supervisor
  • Location : Jakarta
  • Country : ID
Next Process

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Post Date : 2025-08-15 | Expired Date : 2025-09-14

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