job description
Join IWG as a Customer Service Manager and take the lead in driving exceptional customer experiences across our dynamic centers in Bali. This pivotal role places you at the heart of our global operations, where you will oversee all aspects of center performance, ensuring seamless service delivery and operational excellence. If you are a passionate leader with a knack for customer relations and team management, this is your opportunity to make a significant impact in a thriving international organization.
Based in the vibrant locales of Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, you will enjoy a collaborative work environment that values innovation, professional growth, and work-life balance. At IWG, we empower our teams to deliver outstanding results while fostering a culture of inclusivity and continuous improvement.
Apply now and become part of a company that is redefining the future of flexible workspaces worldwide!
Responsibility
- Lead and mentor a high-performing customer service team to deliver exceptional client experiences.
- Oversee daily operations of the center, ensuring adherence to company standards and KPIs.
- Develop and implement strategies to enhance customer satisfaction and retention.
- Monitor and analyze performance metrics, providing actionable insights for improvement.
- Collaborate with cross-functional teams to streamline processes and optimize service delivery.
- Handle escalated customer inquiries and resolve complex issues with professionalism.
- Drive sales and upselling initiatives to meet revenue targets.
- Ensure compliance with company policies, industry regulations, and quality assurance protocols.
Qualifications
- Bachelor’s degree in Business Administration, Hospitality, or a related field.
- Proven experience (3+ years) in a customer service management role, preferably in a call center or service-oriented industry.
- Strong leadership and team management skills with a track record of achieving targets.
- Excellent communication and interpersonal skills, fluent in English (additional languages a plus).
- Proficiency in CRM software and Microsoft Office Suite.
- Analytical mindset with the ability to interpret data and drive decision-making.
- Customer-centric approach with a passion for delivering outstanding service.
- Flexibility to work in a fast-paced environment and adapt to changing priorities.