Customer Support Supervisor (Mekari Qontak) Jakarta

Mekari is Indonesias no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutionsincluding Mekari Jurnal Mekari Talenta Mekari Qontak and Mekari Flex we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses.

In our 10 years of journey we have reached over 3 Million platform users and were not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are ready to #ElevateThroughImpactand raise Indonesias software standard.

Job Description:

• Maintain chat SLA and customer satisfaction rate quality
• Handle complex inquiries and complain
• Collaborate with internal team to handle complaints and other inquiries
• Manage and monitor all databases regarding Customer Support
• Coordinate responsibilities and capacity planning for their team
• Mentor & maintain customer support team performance
• Conduct 1-on-1 calibration & coaching in collaboration with QA support
• Train new joiners as a part of their Onboarding process
• Assess and review new joiners performance
• Contribute in developing team OKR Modules and SOP

Requirements:

• Experience in leading Customer Support or related fields
• Experience in IT company is a plus
• Target and incentives oriented
• People-oriented proactive and communicative
• Good analytical and problem-solving skills
• Good personality
• Confident in communicating with senior executives