CRM Supervisor

Work Arrangement: Work From Office at PIK 1

Reporting to : CMO

Key Responsibilities

Oversee daily customer service operations across all channels (mainly but not limited to WhatsApp and social media) to ensure fast and accurate responses.

Monitor key CS performance metrics such as response time, resolution time, SLA achievement, and customer satisfaction.

Handle escalated customer issues and sensitive cases to ensure proper resolution.

Maintain and update service SOPs, communication scripts, and quality standards for consistent customer experience.

Coordinate with Operations, Delivery, Kitchen, and other internal teams to resolve order, product, or service issues.

Prepare weekly and monthly reports on customer trends, complaint categories, and service performance insights.

Ensure proper follow-up on customer cases, including recovery actions and post-service checks.

Qualifications

Bachelor’s degree in Business, Communications, Hospitality, or any related field.

Minimum 3–5 years of experience in Customer Service or CRM roles, preferably in F&B, retail, or service-oriented industries.

Experience leading a team or supervising CS agents.

Strong communication skills (verbal & written) and excellent customer-handling ability.

Proficient in CRM tools, ticketing systems, WhatsApp Business API, and basic reporting dashboards.

Strong problem-solving and escalation-handling skills.

Able to work in a fast-paced environment and handle high-pressure situations.

Detail-oriented, organized, and proactive.

High sense of ownership and responsibility toward customer satisfaction.

Customer-centric mindset.

Willing to work flexible hours if required (e.g., peak seasons, special campaigns).

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