Customer Experience Supervisor

As a Customer Experience Supervisor at Angkas, you will be responsible for leading and supervising a team of Customer Experience Associates to ensure exceptional service to our valued customers. You will play a vital role in managing the day-to-day operations, monitoring team performance, and fostering a positive and productive working environment.

• Lead, train, and mentor Customer Experience Associate and SMEs, providing them with the guidance and support they need to excel.
• Develop and implement customer service process improvements to streamline operations and enhance efficiency.
• Monitor and evaluate team performance, providing constructive feedback and coaching to improve individual and team results.
• Handle escalated customer issues and complaints, investigating and resolving them to achieve customer satisfaction.
• Collaborating with other lines of business and cross functional departments to resolve customer issues and ensure a seamless customer experience.
• Analyze Service Excellence data to identify trends and opportunities.
• Identify and address training needs based on quality assurance findings.
• Accept other associated responsibilities and projects as the need arises or as assigned by the Company.

• Bachelor's degree in business, communications, or related field.
• Minimum of 3 years of experience in customer service.
• Proven leadership and supervisory experience.
• Strong problem-solving and decision-making skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure, meet deadlines, and achieve team targets.
• Proficiency in customer service software and systems.

Why join Angkas?

• Freedom of work
• Work life balance
• Free meal and use of gym
• Opportunities for promotion
• Start-up environment
• Multi-cultural and Agile work environment
• Diversified use of technology