job description
Join PT Horizon Internusa Persada, a leading provider of exceptional customer service solutions, as our next Customer Service Supervisor in the vibrant and culturally rich island of Bali. This is an exciting opportunity to lead a dynamic team, enhance customer satisfaction, and contribute to the growth of our operations in one of Indonesiaâs most sought-after destinations.
As a Customer Service Supervisor, you will play a pivotal role in ensuring seamless communication between our company and clients, fostering a positive customer experience, and driving operational excellence. Youâll be based in one of our prime locations across Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, where youâll lead a team of customer service professionals with passion, empathy, and a commitment to delivering outstanding service.
In this role, youâll have the opportunity to work in a fast-paced, collaborative environment where your leadership skills will directly impact customer loyalty and business success. Whether youâre resolving complex customer inquiries, optimizing team performance, or implementing innovative service strategies, your contributions will be valued and recognized.
If youâre a natural leader with a passion for customer service and a desire to grow your career in Baliâs thriving hospitality and service industry, weâd love to hear from you. Join us and be part of a team that values excellence, integrity, and continuous improvement.
Responsibility
- Lead, mentor, and supervise a team of customer service representatives to ensure consistent delivery of high-quality service.
- Monitor and evaluate team performance, providing constructive feedback and coaching to drive continuous improvement.
- Handle escalated customer complaints and inquiries with professionalism, ensuring timely and satisfactory resolutions.
- Develop and implement customer service policies, procedures, and best practices to enhance operational efficiency.
- Collaborate with cross-functional teams, including sales, marketing, and operations, to align customer service strategies with business goals.
- Analyze customer feedback and service metrics to identify trends, opportunities, and areas for improvement.
- Ensure compliance with company standards, industry regulations, and customer service excellence frameworks.
- Conduct regular team meetings and training sessions to foster a culture of learning, engagement, and accountability.
Qualifications
- Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory or leadership role.
- Proven track record of managing and motivating teams to achieve performance targets and service excellence.
- Strong communication skills in English and Bahasa Indonesia, both written and verbal.
- Exceptional problem-solving abilities and a customer-centric mindset.
- Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
- Ability to work in a fast-paced environment, manage multiple priorities, and meet deadlines.
- Experience in the hospitality, retail, or service industry is a plus.
- Bachelorâs degree in Business Administration, Communications, or a related field is preferred.