Customer Resolution Lead

Join Monee as a Customer Resolution Lead and take the helm of our dynamic Customer Resolution team, ensuring seamless operations across all our innovative financial products. Based in the vibrant heart of Bali, you'll lead a team dedicated to delivering exceptional customer service and resolving issues with precision and empathy.

In this role, you'll be responsible for managing and mentoring a team of Customer Resolution Specialists, overseeing the implementation of our customer service strategies, and ensuring that our customers receive timely and effective support. You'll work closely with cross-functional teams to enhance our products and services, leveraging your expertise in customer service and conflict resolution.

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a team of Customer Resolution Specialists, fostering a culture of excellence and continuous improvement.
• Develop and implement customer service strategies that align with Monee's business objectives.
• Monitor and analyze customer feedback and resolution metrics to identify trends and areas for improvement.
• Collaborate with product and development teams to enhance our financial products based on customer insights.
• Ensure compliance with regulatory requirements and internal policies related to customer service.
• Train and develop team members to enhance their skills and knowledge in customer resolution.
• Manage and oversee the performance of the Customer Resolution team, providing regular feedback and support.
• Represent Monee at industry events and forums to share best practices and insights in customer service.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business, Psychology, or a related field.
• Minimum of 5 years of experience in customer service, with a proven track record in leading and managing teams.
• Strong knowledge of customer service software and tools, such as Zendesk, Freshdesk, or similar platforms.
• Excellent communication and interpersonal skills, with the ability to resolve complex issues calmly and effectively.
• Proficiency in English, both written and spoken, is essential.
• Certification in customer service or conflict resolution is a plus.
• Experience working in a fast-paced, innovative financial environment is a strong asset.
• Ability to work independently and manage multiple priorities in a dynamic setting.

🛠️ Keahlian

Lowongan Terkait