Customer Support Supervisor - Graveyard Shift (On-Site)

Are you a natural leader with a passion for delivering exceptional customer service? 360Training.com Inc is seeking a dedicated Customer Support Supervisor to oversee our graveyard shift operations in beautiful Bali. This is a fantastic opportunity to lead a dynamic team while enjoying the vibrant culture of Canggu. In this role, you'll manage a team of 5-7 customer support agents, ensuring they provide top-notch service to our international clientele. Using tools like Zendesk and Freshdesk, you'll monitor and resolve customer inquiries efficiently, all while maintaining high service standards.

Join 360Training.com Inc and be part of a company that values innovation and growth. With a competitive salary and a supportive work environment, this role offers the perfect blend of leadership and customer service excellence. If you're ready to take on the challenge and make a difference, we want to hear from you!

📋 Tanggung Jawab Pekerjaan

• Oversee and manage a team of 5-7 customer support agents during the graveyard shift, ensuring they meet performance targets.
• Monitor and resolve customer inquiries using Zendesk and Freshdesk, ensuring timely and effective responses.
• Provide coaching and mentoring to team members to enhance their customer service skills.
• Conduct regular team meetings to discuss performance, address concerns, and plan improvements.
• Ensure all customer interactions adhere to company policies and service level agreements.
• Maintain accurate and detailed records of customer interactions and team performance.
• Collaborate with other departments to ensure seamless customer service across the organization.
• Participate in quality assurance activities to monitor and improve service standards.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum 3 years of experience in customer support or a similar role, with at least 1 year in a supervisory position.
• Proven experience in managing a team and driving performance improvements.
• Strong knowledge of customer service best practices and CRM systems like Zendesk or Freshdesk.
• Excellent communication and interpersonal skills, with the ability to motivate and lead a team.
• Fluency in English, both written and spoken, is a must. Knowledge of Indonesian is a plus.
• Ability to work evenings, weekends, and holidays as required.
• Certification in customer service or related fields is a plus.

🛠️ Keahlian

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