Job description
Join Agres Info Technology as a Senior Manager of Customer Service in Jakarta, where you will lead a high-impact, multi-channel service organization. You will design scalable customer care processes, drive continuous improvement, and coach a talented team to deliver exceptional experiences across phone, chat, email, and social channels. This role combines strategic leadership with hands-on execution to ensure every customer interaction reflects our commitment to service excellence.
In this role you will translate business goals into operational plans, set bold but achievable targets, and steward resources to meet demand while controlling costs. You will partner with Product, Sales, IT, and Operations to resolve complex issues, implement customer-centric features, and protect data privacy and compliance. Your leadership will empower agents, build a culture of accountability, and foster career growth through structured coaching, onboarding, and performance management.
To succeed, you will leverage data analytics to monitor KPIs, SLA adherence, quality scores, and customer feedback, turning insights into rapid improvements. You will own capacity planning, workforce management, and knowledge management, ensuring the service team scales with business needs. Above all, you will champion a customer-first mindset and advocate for customers while aligning with Agres Info Technology's values and strategic priorities.
We offer a collaborative, data-driven environment with opportunities to influence product roadmaps, user experience, and service quality. If you are a decisive leader who thrives in a fast-paced setting and is passionate about people development and customer satisfaction, we want to hear from you.
Responsibility
- Lead and inspire a multi-channel customer service team, setting clear expectations, coaching, and performance management.
- Design and optimize end-to-end service delivery processes across voice, chat, email, and social support to improve response times and first-contact resolution.
- Establish and monitor KPIs, SLAs, quality scores, and customer satisfaction metrics; provide regular reporting to executive leadership.
- Collaborate with Product, Sales, IT, and Operations to identify pain points, drive root-cause analysis, and implement effective improvements.
- Oversee workforce planning, capacity forecasting, and scheduling to balance demand with staffing while controlling costs.
- Lead training and development programs, onboarding, and career progression for agents and team leads.
- Ensure compliance with data privacy, security, and company policies; maintain high standards of service continuity and risk management.
Qualification
- Bachelor’s degree in Business, Communications, or a related field (Master’s preferred).
- Minimum 7 years in customer service operations with at least 3 years in a people-manager role.
- Proven track record of scaling customer support operations in a fast-growing organization.
- Strong leadership, coaching, and change management skills with the ability to motivate diverse teams.
- Expertise in CRM platforms, contact center technology, and data-driven decision-making; proficient in data analysis and reporting.
- Excellent communication skills in English and Indonesian, both written and spoken; customer-centric mindset.
- Analytical thinker with strong problem-solving abilities and experience with process improvement methodologies.