job description
Join Jayapay, a leading fintech innovator, as a Customer Service Supervisor and take the helm in delivering exceptional customer experiences in the dynamic world of digital payments. In this pivotal role, you will lead a high-performing team, drive operational excellence, and ensure seamless service delivery that aligns with our commitment to innovation and customer satisfaction.
Based in the vibrant hubs of Bali, you will oversee daily operations, mentor your team, and implement process improvements to elevate service quality. Your leadership will be instrumental in maintaining SLAs, resolving complex customer inquiries, and fostering a culture of continuous improvement. If you are passionate about fintech, customer success, and team development, this is your opportunity to make a lasting impact in a fast-growing industry.
Responsibility
- Lead and mentor a team of customer service representatives, fostering a culture of excellence and accountability.
- Monitor and optimize team performance to meet and exceed SLAs and KPIs.
- Resolve escalated customer issues with professionalism and efficiency, ensuring high satisfaction rates.
- Develop and implement process improvements to enhance operational efficiency and customer experience.
- Collaborate with cross-functional teams to align customer service strategies with business objectives.
- Conduct regular training sessions to upskill team members on product knowledge and service best practices.
- Analyze customer feedback and service metrics to identify trends and drive data-informed decisions.
- Ensure compliance with industry regulations and company policies in all customer interactions.
Qualifications
- Bachelor’s degree in Business, Finance, or a related field.
- Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory role.
- Proven track record in leading teams within the fintech or payment industry.
- Strong analytical and problem-solving skills with a focus on process optimization.
- Excellent communication and interpersonal skills, with fluency in English.
- Proficiency in CRM software and customer service tools.
- Ability to thrive in a fast-paced, dynamic environment.
- Certification in customer service or fintech is a plus.