job description
Join Cogent Holdings in beautiful Bali as a Customer Service Manager / Assistant Manager and lead a dynamic team dedicated to delivering exceptional customer experiences. This role offers a unique opportunity to drive operational excellence, mentor high-performing teams, and contribute to the growth of a global organization in a vibrant, tropical setting.
As a key leader, you will oversee daily operations, implement best practices, and ensure customer satisfaction while fostering a culture of continuous improvement. With competitive compensation, career advancement opportunities, and the chance to work in one of the worldās most sought-after destinations, this position is ideal for ambitious professionals passionate about service excellence.
Baliās thriving business environment and Cogent Holdingsā commitment to innovation make this an exciting career move for those ready to elevate their leadership skills in a supportive and inspiring workplace.
Responsibility
- Lead and mentor a team of customer service representatives to achieve performance targets and deliver outstanding service.
- Develop and implement strategies to enhance operational efficiency, reduce response times, and improve customer satisfaction.
- Monitor and analyze key performance metrics, providing actionable insights to senior management.
- Resolve escalated customer issues with professionalism and empathy, ensuring timely and effective solutions.
- Collaborate with cross-functional teams to streamline processes and integrate customer feedback into business improvements.
- Conduct regular training sessions to upskill team members and maintain high service standards.
- Oversee workforce scheduling, ensuring optimal staffing levels to meet service demands.
- Foster a positive and inclusive work environment that encourages teamwork and innovation.
Qualifications
- Bachelorās degree in Business Administration, Hospitality, or a related field.
- Minimum of 3 years of experience in a customer service leadership role, preferably in a call center or service-oriented industry.
- Proven track record of managing teams, driving performance, and achieving operational goals.
- Excellent communication, problem-solving, and interpersonal skills.
- Proficiency in CRM software and data analysis tools.
- Strong organizational skills with the ability to multitask in a fast-paced environment.
- Fluency in English; additional languages are a plus.
- Willingness to relocate to Bali and adapt to a multicultural work environment.