Oversee customer support operations, implementing improvements to workflows and tools while leading a team to achieve performance targets.
Key Responsibilities
Team Leadership: Supervise, mentor, and motivate customer support staff to achieve service level agreements (SLAs) and performance targets.
Process Improvement: Design, implement, and refine customer support workflows, policies, and tools to enhance efficiency and customer experience.
Customer Interaction Oversight: Manage escalated customer cases, ensuring timely and satisfactory resolution.
Training & Development: Organize onboarding and ongoing training to improve product knowledge, soft skills, and problem-solving abilities of the support team.
Performance Management: Monitor KPIs such as response time, resolution time, customer satisfaction (CSAT), and net promoter score (NPS); prepare regular performance reports.
Cross-Functional Collaboration: Work closely with Product, Sales, and Operations teams to address customer feedback, prevent recurring issues, and improve services.
Tools: Helpdesk, Telephony, Whatsapp and ticketing systems; ensure optimal use for tracking and resolving customer issues.
Customer Insights: Analyze support data to identify trends, recurring problems, and opportunities for proactive service improvements.
Compliance: Analyze and resolve customer complaint sent to regulator
Bachelor’s degree in Business, Communications, or a related field
Minimum 15 years of experience in customer service, with at least 5 years in a managerial role.
Strong leadership, interpersonal, and conflict resolution skills.
Proficiency in customer service software.
Excellent communication skills in written and spoken form.
Analytical mindset with the ability to interpret service data and generate actionable insights.
Ability to work under pressure and manage high-volume service operations.
KPIs / Success Metrics
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Average Response Time & Resolution Time
First Contact Resolution Rate
Employee Engagement & Retention Rate in Support Team
Cermati.com is a financial technology startup that operates as a comprehensive online marketplace, making it easy for Indonesians to find and apply for a wide range of financial products. By streamlining access to loans, credit, and other financial services, Cermati.com is committed to promoting financial inclusion and simplifying the financial decision-making process in Indonesia.
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Operations Manager Q&A's