Jakarta International Customer Service Institute (JICSI)

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JC-Customer Support Executive

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Customer Support Executive

Job Summary

Also known as a Customer Service Executive, Customer Support Executives manage a team of customer support representatives and maintain customer satisfaction. They ensure that the team is adequately trained to promote excellent customer service.

To be successful as a Customer Support Executive, you should display excellent interpersonal and communication skills as well as a professional appearance. These skills will prove invaluable when mentoring the representatives in your team and mediating with customers. An outstanding Customer Support Executive should possess a proven track record of successful customer service and management skills.

Responsibilities:

  • Managing a team of representatives offering customer support.
  • Overseeing the customer service process.
  • Resolving customer complaints brought to your attention.
  • Creating policies and procedures.
  • Planning the training and standardization of service delivery.
  • Selecting and hiring new staff.
  • Monitoring the work of individual representatives and of the team.
  • Conducting quality assurance surveys with customers and providing feedback to the staff.
  • Possessing excellent product knowledge to enhance customer support.
  • Maintaining a pleasant working environment for your team.

Requirements:

  • A bachelor’s degree in Administration or related field.
  • A minimum of 3 years’ experience.
  • Excellent interpersonal and written and oral communication skills.
  • Ability to lead a team.
  • Knowledge of CRM systems.
  • Computer skills.
  • Knowledge of mediation and conflict resolution techniques is preferable.
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