Customer Service & Call Center Supervisor

Responsibility :

• Monitor and manage Call Center KPIs to meet performance targets.

• Handle VIP customer claims and ensure timely escalation and resolution.

• Improve customer satisfaction through managing Net Promoter Score (NPS) initiatives.

• Collaborate internally (technical, service, product) to resolve customer complaints efficiently.

• Implement monitoring and coaching systems for agents to maintain service quality.

• Supervise daily operations of the call center and ensure alignment with SOPs.

• Engage with customers on social media to manage feedback and brand reputation

Requirements :

• Experience in consumer electronics customer service or call center operations.

• Strong leadership, communication, and problem-solving skills.

• Skilled in Microsoft Office, especially Excel formulas.

• Negotiation experience in handling dissatisfied or escalated customers.

• Familiarity with CRM, call center systems, and KPI management.

Information :

• Company : Hisense
• Position : Customer Service & Call Center Supervisor
• Location : Jakarta Barat
• Country : ID