Lowongan Customer Care Manager - Based in Jakarta (Hybrid working) di PT Jobstreet Indonesia

SEEK is a diverse group of companies, comprised of a strong portfolio of online employment, educational, commercial, and volunteer businesses. SEEK has a global presence (including Australia, New Zealand, China, Hong Kong, South-East Asia, Brazil and Mexico), with exposure to over 2.9 billion people and approximately 27 per cent of global GDP. SEEK makes a positive contribution to people’s lives on a global scale. SEEK is listed on the Australian Securities Exchange, where it is a top 100 company and has been listed in the Top 20 Most Innovative Companies by Forbes.

SEEK is present in Asia through JobStreet.com and jobsDB.com, two leading career platforms. The presence spans across 6 markets namely Hong Kong, Indonesia, Malaysia, Singapore, Thailand, and Philippines. The business represents strong underlying growth and profitability (being the fastest growing part of SEEK’s portfolio of businesses) and attracts over 400 million visits a year.

A cornerstone of SEEK’s growth since its inception has been the passion of its people, its award-winning culture and our people’s strong commitment to the SEEK values. SEEK provides a culture of excellence and acceptance and celebrates the diversity of employees that contribute to the success of its organisation.

Scope of Role

Customer Success Manager directs day to day operations of the customer success team focused on providing customers with the consultation, support, guidance and knowledge resources that will facilitate the achievement their business objective using the organizations product and services that will drive sales and increase revenue.

Implement strategies and processes that deliver consistent customer satisfaction and utilization through all phases of the customer life cycle and that promote retention. Being a customer success manager, ensures that all customers journeys are precisely guarded & executed to build a strong customer relationship foundation.

Collects and respond to feedback with focused support to identified customer needs and challenges. Collaborated with sales, product development, and other customer facing functions to delivers solutions and tools. Act as the voice of customer with internal teams to provide Solutions, product enhancement actions to ensure customers success.

This function plays a critical role in providing exceptional service and support to all of our hirers and

candidates which are key driver for business success. The Customer Service Manager will be responsible for overseeing the development of all members of the team, providing mentoring, guidance and training where appropriate.

Key Responsibilities

• Lead and manage the customer success team consist of Customer Success, Quality Control and Customer Experience teams.
• Set the overall vision and strategic plan for the Customer Success organization, focusing on driving ad budget utilization, leading a positive customer experience, and driving growth through job ads posting.
• Increase the rate of Ad Budget utilization by develop effective teleconsulting program (effective handling time, call scripting, offer, gamification and other method) through inside customers as a result of excellent Customer Experience.
• Strategically lead and develop a customer experience team to enhance NPS (Net Promoter Score) performance.
• Reduce churn and drive new business growth through greater advocacy and reference ability
• Establish and maintain efficient and effective Customer Experience processes and standard operating procedures for the organization and its internal and external customers.
• Work effectively with all peers and teams in Sales, Finance, Marketing, and IT (ID and Regional) to negotiate and influence customer improvements.
• Recruit and develop a high performing team.

Skills, Experience and Competencies

The successful candidate should meet the following requirements:

• Bachelor's degree in related fields
• Minimum 5 years experiences in leading and managing team.
• Minimum 8-10 years of work experience in Customer Experience area especially in Customer Service / Contact Center / BPO
• Fluently spoken and written in English and Bahasa Indonesia
• Excellent interpersonal and customer experience skills
• Good problem-solving and decision-making capabilities 
• Multitasking good analytical, and organizational skills
• Proficiency in Microsoft Office and customer service software (Sales Force, etc)
• Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams.
• Hard skills:
• Analytical skills.
• Business acumen.
• Strong strategy planning skills.
• Critical thinking skills.
• Soft skills:
• Negotiation and presentation skills.
• Organizational skills.