job description
Join PT Dapur Sehat Indonesia, a leading name in health and wellness, as we expand our dynamic team in Bali’s vibrant hospitality hubs (Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung). We’re seeking a Customer Service Manager to lead our commitment to exceptional client experiences in a collaborative, fast-paced environment with attractive benefits.
In this role, you’ll oversee a team of service professionals, ensuring seamless interactions that reflect our brand’s dedication to health, satisfaction, and innovation. Your leadership will drive operational excellence, resolve complex inquiries, and foster long-term relationships with our diverse clientele—from wellness enthusiasts to corporate partners.
Why this role? Bali’s booming tourism and wellness industry demands top-tier customer service leadership. Here, you’ll grow with a company that values work-life balance, professional development, and a supportive culture—all while enjoying the island’s unparalleled lifestyle.
Responsibility
- Lead and mentor a high-performing customer service team to deliver world-class support via phone, email, and live chat.
- Develop and implement service standards, SOPs, and KPIs to enhance efficiency and customer satisfaction.
- Monitor and analyze customer feedback and complaints, proposing actionable improvements to reduce churn.
- Collaborate with cross-functional teams (Sales, Marketing, Operations) to align service strategies with business goals.
- Train staff on product knowledge, conflict resolution, and upselling techniques for health/wellness offerings.
- Oversee CRM systems to track interactions, ensuring data accuracy and compliance with privacy policies.
- Handle escalated issues with diplomacy and urgency, turning challenges into loyalty-building opportunities.
- Stay updated on industry trends in hospitality and wellness to anticipate client needs.
Qualifications
- Bachelor’s degree in Business, Hospitality, Communications, or related fields.
- Minimum 5 years of experience in customer service, with 2+ years in a managerial role (preferably in wellness, retail, or hospitality).
- Proven track record of team leadership, performance improvement, and conflict resolution.
- Fluency in English (mandatory) and Indonesian; additional languages (e.g., Mandarin, Japanese) are a plus.
- Strong analytical and problem-solving skills, with proficiency in CRM tools (e.g., Zendesk, Salesforce).
- Exceptional communication, empathy, and interpersonal skills to engage diverse stakeholders.
- Ability to work flexible hours (including weekends/holidays) in a dynamic environment.
- Passion for health, wellness, or sustainable living aligns with our brand mission.