Escalation Support Officer (Customer Service) - PT Horizon Internusa Persada

Join PT Horizon Internusa Persada as an Escalation Support Officer (Customer Service) and take the lead in delivering exceptional customer experiences. In this pivotal role, you will oversee a team of product experts dedicated to resolving complex customer inquiries and issues. Based in Jakarta Selatan, you will be at the heart of our customer service operations, ensuring that every interaction with our clients is handled with the utmost professionalism and care.

As an Escalation Support Officer, you will manage a team of product experts who specialize in various technical and non-technical areas. Your daily tasks will include coordinating escalations, training your team, and ensuring that all customer issues are resolved efficiently and effectively. You will work closely with our internal teams and external partners to provide comprehensive support and solutions to our customers.

This is an exciting opportunity to grow within a dynamic and innovative company. PT Horizon Internusa Persada is committed to fostering a culture of continuous learning and development. With a competitive salary package and a range of benefits, we offer the perfect environment for you to thrive and achieve your career goals.

📋 Tanggung Jawab Pekerjaan

• Oversee and manage a team of product experts to ensure high-quality customer support.
• Coordinate and resolve complex customer escalations promptly and effectively.
• Train and mentor team members to enhance their skills and knowledge.
• Monitor and analyze customer feedback to identify areas for improvement.
• Collaborate with internal teams and external partners to provide comprehensive support solutions.
• Ensure adherence to company policies and procedures.
• Provide regular reports on customer satisfaction and support performance.
• Participate in team meetings and contribute to the development of customer service strategies.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum of 3 years of experience in customer service or a related role.
• Proven experience in managing and leading a team.
• Strong communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Proficiency in using customer service software such as Zendesk, Freshdesk, or similar.
• Knowledge of customer service best practices and industry standards.
• Ability to work well under pressure and meet tight deadlines.

🛠️ Keahlian

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