Loker Customer Service Manager di Business Ecloud Indonesia Information Technology

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Lowongan Kerja Posisi Customer Service Manager di Business Ecloud Indonesia Information Technology

DESKRIPSI LOWONGAN KERJA

Informasi Tambahan Lowongan Kerja

Tingkat Pekerjaan :
Kualifikasi :

Roles and Responsibilities:

  • Leadership and Management: Lead, mentor, and manage the service desk team, fostering a positive and productive work environment.
  • Service Delivery: Oversee the daily operations of the service desk, ensuring timely and efficient resolution of technical issues within SLA.
  • Customer Service: Maintain high levels of customer satisfaction by ensuring service desk team members provide exceptional support and follow-up.
  • Process Improvement: Develop, implement and evergreen service desk policies, procedures, and best practices to improve efficiency and service quality.
  • Performance Monitoring: Monitor and analyze service desk performance metrics, generating reports and providing recommendations for improvements.
  • Incident Management: Manage major incidents, ensuring timely communication and resolution, and conduct post-incident reviews to identify areas for improvement.
  • Training and Development: Identify training needs and coordinate training programs for service desk staff to enhance their skills and knowledge. Perform the needful training to suppliers and buyers.
  • Stakeholder Collaboration: Work closely with internal IT teams, departments, and external vendors to ensure seamless service delivery and support.
  • Technical Expertise: Stay updated with the latest industry trends, technologies, and best practices to continually enhance the service desk operations.
  • Team Building: Possess the knowledge and experience to build a new service desk team from scratch as a project, including recruitment, training, and process implementation.

 

Skills and Qualifications:

  • Experience: Minimum of 6 years of experience in a service desk or technical support role, with at least 2 years in a leadership position.
  • Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification is highly preferred.
  • Technical Skills: Strong understanding of IT systems, infrastructure, and software applications. Proficiency in IT service management (ITSM) tools and ITIL process.
  • Leadership Skills: Proven ability to lead, motivate, and develop a team. Excellent decision-making and problem-solving skills.
  • Customer Focus: Strong customer service orientation with excellent communication and interpersonal skills.
  • Analytical Skills: Ability to analyze performance metrics and make data-driven decisions.
  • Organizational Skills: Exceptional organizational and time-management skills with the ability to manage multiple priorities.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate technical issues to non-technical stakeholders. Command of the English language needs to be fluent
  • Adaptability: Ability to work in a fast-paced environment and adapt to changing business needs.
  • Project Management: Demonstrated experience in building a new service desk team from the ground up, including recruiting, training, and establishing processes and standards.

 

Pengalaman Kerja :
Jenis Pekerjaan : Full time
Spesialisasi Pekerjaan : Call Center & Layanan Konsumen / 1204

Informasi perusahaan Pemberi Kerja, Business Ecloud Indonesia Information Technology

Business Ecloud Indonesia Information Technology

Informasi Tambahan Perusahaan Business Ecloud Indonesia Information Technology

Ukuran Perusahaan :
Waktu Proses Lamaran :
Industri : Call Center & Layanan Konsumen
Tunjangan dan Lain-lain :
Lokasi : Jakarta Pusat

 

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