Costumer Service Supervisor

Managing customer service team, providing the company relevant parties in the areas of consumer feedbacks, including product complaints, maintains customer satisfaction and providing problem-solving resources towards dairy nutrient knowledge.

Costumer Service Supervisor

What we ask

  • Have a broader view than just your position and you can identify with our puprose "Nourishing by Nature"
  • You take responsibility for your work and are continuosly looking for new opportunities to make a change
  • Set of skills : Nutrition knowledge, customer service & contact center skill, understanding of product usage by consumer, product composition in FFI portfolio, product handling in the regions, health, growth and development.
  • Min Bachelor Degree in Nutrition Major, Food Technology or equivalent
  • Min 2 years working experience in related field

What we offer

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Vacancy description

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Job Description and Team Details


1. Daily operational of Customer Service team

  • Plan, check and monitor CSO team daily basis in receive and completion of complaint, inquiry and consultation from consumer nor distributor via hotline, email, social media, web chat and po-box.
  • Check and approve market complaint from consumer.
  • Monitor follow up market complaint from consumer and distributor to ensure all market complaint completed within target time.
  • Monitor claim process market complaint from distributor (from register until send document claim to finance).
  • Monitor stock of product replacement management to ensure availability of product.

2. Coordination with other Department or External agency

  • Coordinate with Management Team to handle and solving hard complaint and inquiry.
  • Liaise with agencies in order to develop and maintain contact center system, get accurate information and solving complaint related to Loyalty Program, and administration contract employee.

3. People Development

  • Observe and assess skill, knowledge and productivity of CSO team.
  • Conduct briefing & coaching for CSO to enhance skill and knowledge.

4. Database & Reporting

  • Ensure accuracy and completion of customer database and monitoring summary database nor monthly report from CSO.
  • CS & market Complaint monthly report.
  • Quarterly brand report.
  • Weekly market complaint summary.
  • Create and updating Handbook of Contact Center consist of Product Knowledge (nutrition fact, composition product, Q & A),
  • Procedure & Guideline Customer Service, Rules of Customer Service, Script of Contact Center, System,   Loyalty Program Information.
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JOB-ID: 21681 | Costumer Service Supervisor, Indonesia
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