job description
Join TransPak as an Operations Support Executive in the heart of Bali and lead a dynamic team dedicated to delivering exceptional customer service. In this pivotal role, you will oversee daily operations, mentor staff, and ensure seamless resolution of complex customer inquiries. Your leadership will drive service excellence, fostering a culture of efficiency, professionalism, and customer satisfaction.
Based in one of Bali’s vibrant hubs—Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung—you’ll collaborate with cross-functional teams to streamline processes, implement best practices, and elevate the customer experience. This is a unique opportunity to grow your career in a fast-paced, supportive environment while contributing to the success of a leading logistics and support organization.
If you are a proactive problem-solver with a passion for team development and operational excellence, we invite you to apply and become a key player in our mission to redefine customer service standards.
Responsibility
- Lead and supervise the Operations Support team to ensure high-quality customer service delivery.
- Handle and resolve escalated customer inquiries, complaints, and complex issues efficiently.
- Mentor, train, and develop team members to enhance performance and career growth.
- Monitor and analyze operational metrics (e.g., response times, resolution rates) to identify improvement areas.
- Collaborate with internal departments to streamline workflows and optimize service processes.
- Implement and enforce company policies, procedures, and service standards.
- Prepare regular reports on team performance, customer feedback, and operational KPIs.
- Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- Minimum 3 years of experience in customer service, operations support, or a similar leadership role.
- Proven track record of team management, coaching, and performance development.
- Strong problem-solving and decision-making skills with a customer-centric approach.
- Excellent communication and interpersonal skills in English (written and verbal).
- Proficiency in CRM software, Microsoft Office, and data analysis tools.
- Ability to work under pressure, multitask, and meet tight deadlines.
- Familiarity with logistics or supply chain operations is a plus.