job description
Join Pasona, a globally recognized Japanese multinational corporation, as a Customer Support Assistant Manager in the vibrant heart of Bali. This is a unique opportunity to advance your career in customer service while enjoying the dynamic work culture of a leading industry player.
As part of our team, you will play a pivotal role in ensuring exceptional customer experiences, leading a dedicated support team, and driving operational excellence. Pasona offers competitive compensation, comprehensive benefits, and unparalleled career growth in a fast-paced, international environment.
Based in Canggu, Bali, this role combines professional development with the lifestyle advantages of one of the world’s most sought-after destinations. Whether you're a seasoned customer service professional or an aspiring leader, this position provides the platform to make a meaningful impact.
Responsibility
- Lead and mentor a team of customer support representatives to deliver high-quality service and exceed client expectations.
- Monitor and analyze customer interactions to identify trends, resolve escalations, and implement process improvements.
- Develop and enforce service level agreements (SLAs) and key performance indicators (KPIs) to ensure team productivity.
- Collaborate with cross-functional teams to streamline workflows and enhance customer satisfaction.
- Conduct regular training sessions to upskill team members on best practices, tools, and company policies.
- Prepare and present performance reports to senior management with actionable insights.
- Handle complex customer inquiries and complaints with professionalism and efficiency.
- Foster a positive and inclusive work environment that aligns with Pasona’s corporate values.
Qualifications
- Bachelor’s degree in Business Administration, Communications, or a related field (or equivalent work experience).
- Minimum 3-5 years of experience in customer service, with at least 2 years in a supervisory or managerial role.
- Proven ability to lead, coach, and motivate teams in a high-volume support environment.
- Excellent written and verbal communication skills in English; proficiency in Japanese is a plus.
- Strong problem-solving skills and the ability to handle pressure in a fast-paced setting.
- Proficiency in CRM software, Microsoft Office, and data analysis tools.
- Customer-centric mindset with a passion for delivering exceptional service.
- Willingness to work flexible hours, including weekends or public holidays, as needed.