Deskripsi pekerjaan
This role focuses on leading and enhancing the quality of customer service through online and chat channels. The Lead Customer Service is responsible for coaching and training the team of Pharmacists in customer handling, communication, and service excellence. Key duties include monitoring and improving SLA, response time, service quality, and team KPI achievements. The role also involves evaluating performance, developing improvement strategies to boost customer experience and conversion, and ensuring the consistent application of Customer Service standards and SOPs.
Tanggung jawab: Memimpin dan meningkatkan kualitas pelayanan customer melalui channel online/chat; Melakukan coaching dan training kepada tim Apoteker dalam hal customer handling, komunikasi, dan service excellence; Memantau dan meningkatkan SLA, response time, kualitas pelayanan, serta pencapaian KPI tim; Melakukan evaluasi performa dan menyusun strategi improvement untuk meningkatkan customer experience & conversion; Membuat serta memastikan penerapan standar pelayanan dan SOP Customer Service secara konsisten.
Tanggung jawab
- Memimpin dan meningkatkan kualitas pelayanan customer melalui channel online/chat
- Melakukan coaching dan training kepada tim Apoteker dalam hal customer handling, komunikasi, dan service excellence
- Memantau dan meningkatkan SLA, response time, kualitas pelayanan, serta pencapaian KPI tim
- Melakukan evaluasi performa dan menyusun strategi improvement untuk meningkatkan customer experience & conversion
- Membuat serta memastikan penerapan standar pelayanan dan SOP Customer Service secara konsisten
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi