Responsibilities:

1. Monitor and guide customer service team to ensure compliance to internal guidelines.
2. Reply to questions and provide guidance to users.
3. Monitor and create report on customer service metrics.
4. Identify issues and escalate accordingly, handling sensitive and complex issues based on internal guidelines.
5. Identify opportunities for operational improvement and implement solutions.

Requirements:

1. Good communication skills and fluent in both English and Indonesian, fluency in Mandarin language is a plus.
2. Detail oriented, familiar with Excel and good knowledge with customer service metrics.
3. Well organized and attentive to issues, fast learner.
4. Candidates with leadership experiences and relevant professional background will be prioritized.
5. Candidates currently residing in Bali will be prioritized.
6. Willing to work in shifts.

Work location: Bali, Denpasar, full WFO.