Customer Care Unit Supervisor at Pinhome

Special capital Region of Jakarta, Java, Indonesia -

Full Time

Start Date

Immediate

Expiry Date

11 Aug, 26

Salary

0.0

Posted On

13 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Operational Excellence, Conflict Resolution, CRM Tools, Performance Monitoring, Workflow Design, Customer Experience, Analytical Thinking, Interpersonal Communication, Case Management, Staff Mentoring, KPI Analysis

Industry

Information Technology & Services

Description

About the role The CCU Supervisor will lead and oversee the entire Customer Care Unit, including Team Leaders, Agents, and the Quality Assurance / Learning & Development (QA/L&D) team. This role is responsible for driving operational excellence, ensuring high service quality, and achieving customer satisfaction targets. The ideal candidate will be a strong leader with a proven track record in managing high-volume service operations. What You Will Do Supervise, mentor, and motivate CCU Team Leaders, Agents, and QA/L&D staff to meet SLAs and performance targets. Design, implement, and refine support workflows, policies, and tools to improve efficiency and customer experience. Manage escalated customer cases, ensuring timely and satisfactory resolution. Organize onboarding and ongoing training to enhance product knowledge, soft skills, and problem-solving abilities. Monitor KPIs such as CSAT, NPS, response time, and resolution time; prepare regular performance reports. Collaborate with cross-functional teams (Product, Operations, Brand, Marketing, Legal) to address feedback and prevent recurring issues. Oversee helpdesk, telephony, WhatsApp, and ticketing systems for optimal case tracking and resolution. Analyze support data to identify trends and opportunities for proactive service improvement. Investigate customer complaints directed to regulators and determine appropriate actions for both service providers and customers. What You Will Need Bachelor’s degree in Business, Communications, or a related field. Minimum 5 years’ experience in customer service, including at least 2 years in a managerial role. Strong leadership, interpersonal, and conflict resolution skills. Proficiency in customer service software and CRM tools. Excellent verbal and written communication skills. Analytical mindset with the ability to generate actionable insights. Ability to thrive in high-pressure, high-volume environments.

Responsibilities

Lead the Customer Care Unit by supervising team leaders, agents, and QA/L&D staff to ensure operational excellence and high service quality. Drive customer satisfaction by managing escalated cases, refining support workflows, and monitoring key performance indicators.