job description
Join SATS as a Customer Service Manager and lead a dynamic team dedicated to delivering exceptional service in Bali's vibrant hospitality and travel industry. Based in key locations like Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, and Badung, you will play a pivotal role in shaping customer experiences, resolving inquiries, and driving operational excellence. This is a unique opportunity to grow your career in a fast-paced, customer-centric environment while enjoying the beauty and culture of Bali.
As a Customer Service Manager, you will oversee daily operations, mentor team members, and ensure seamless communication between customers and internal stakeholders. Your leadership will directly impact customer satisfaction, brand reputation, and business growth. If you are passionate about service excellence and thrive in a collaborative setting, we invite you to apply and become part of our mission to redefine hospitality standards in Bali.
Responsibility
- Lead and manage a team of customer service representatives, providing coaching, training, and performance feedback.
- Oversee daily operations to ensure timely and accurate resolution of customer inquiries, complaints, and requests.
- Develop and implement customer service policies, procedures, and best practices to enhance efficiency and satisfaction.
- Monitor and analyze customer feedback and service metrics to identify trends and areas for improvement.
- Collaborate with cross-functional teams, including sales, operations, and marketing, to align service delivery with business objectives.
- Handle escalated customer issues with professionalism and empathy, ensuring resolution in a timely manner.
- Foster a positive and inclusive work environment that encourages teamwork, innovation, and continuous learning.
- Prepare regular reports on team performance, customer satisfaction, and operational efficiency for senior management.
Qualifications
- Bachelor's degree in Business Administration, Hospitality, or a related field.
- Minimum of 3 years of experience in a customer service leadership role, preferably in hospitality, travel, or aviation.
- Proven track record of managing teams and driving high levels of customer satisfaction.
- Excellent communication, interpersonal, and problem-solving skills.
- Strong organizational and time-management abilities, with a keen eye for detail.
- Proficiency in CRM software and Microsoft Office Suite.
- Fluency in English; additional languages, especially Bahasa Indonesia, are a plus.
- Ability to work flexible hours, including weekends and holidays, as needed.