Customer Service Quality Assurance Team Lead / Assistant Manager

Are you a passionate leader with a keen eye for detail and a commitment to delivering exceptional customer service? Hytech Consulting Management is seeking a dynamic Customer Service Quality Assurance Team Lead / Assistant Manager to join our thriving team in Bali. As a leader in the customer service industry, Hytech Consulting Management is dedicated to providing top-notch services to our clients and ensuring their satisfaction. In this role, you will be responsible for overseeing a team of customer service representatives, ensuring that all interactions meet our high standards of quality and professionalism.

As a Customer Service Quality Assurance Team Lead / Assistant Manager at Hytech Consulting Management, you will play a crucial role in maintaining our reputation for excellence. You will work closely with our team to monitor and evaluate customer service interactions, providing feedback and guidance to ensure continuous improvement. Your ability to lead and inspire your team will be instrumental in delivering outstanding customer experiences and driving our success.

📋 Tanggung Jawab Pekerjaan

• Oversee the performance of the Customer Service Quality Assurance team, ensuring all interactions meet high standards of quality and professionalism.
• Monitor and evaluate customer service interactions using tools like Zendesk and Freshdesk, providing feedback and guidance to ensure continuous improvement.
• Develop and implement quality assurance processes and protocols to enhance customer service performance.
• Conduct regular training sessions and workshops to upskill the team on best practices and new technologies.
• Analyze customer feedback and identify trends to drive improvements in customer service.
• Collaborate with the Customer Service team to resolve escalated issues and ensure customer satisfaction.
• Monitor key performance indicators (KPIs) and provide regular reports to management on team performance.
• Foster a positive and productive team environment, promoting open communication and teamwork.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service quality assurance, with a proven track record of success.
• Certification in customer service quality assurance or a related field is a plus.
• Strong leadership and team management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
• Proficiency in using customer service software tools like Zendesk, Freshdesk, and Salesforce.
• Analytical and problem-solving skills, with the ability to identify trends and drive improvements.
• Fluency in English and Bahasa Indonesia is required.

🛠️ Keahlian

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