Customer Service Manager

About EPOS

Backed by Ant International (a global leader in digital payments, digitilisation, and financial technology solutions) EPOS, part of its global merchant payment services Antom, is a leading Point-of-Sale (POS) digital solutions provider based in Singapore.

Supporting Ant International's mission to empower SMEs, EPOS will leverage Antom's digital capabilities as the organisation's central hub to serve regional small and medium sized businesses with integrated O2O solutions.

With a growing presence across Singapore, Malaysia and Vietnam, we're continuing to look for passionate individuals to join our diverse and driven teams.

As we expand across Asia, to create meaningful, small yet powerful changes for businesses around the world together.

We are looking for a Customer Service Manager to join and grow our Indonesia Market.

About this Role

We are seeking an experienced and results-driven Customer Service Manager (Indonesia) to lead and elevate our customer support function.

This role is critical in ensuring an outstanding service experience for our clients while driving continuous improvement in customer satisfaction and service efficiency.

The ideal candidate is a proactive leader with strong problem-solving abilities, a customer-first mindset, and the capability to build and manage a high-performing support team.

This is what your job scope will be...

Leadership & Team Development

• Lead, mentor, and develop the customer service team to ensure high performance and service excellence.
• Foster a customer-centric culture and establish clear service standards.
• Provide training and coaching to enhance technical knowledge and service capabilities.

Customer Experience & Service Operations

• Develop and implement strategies to enhance the overall customer experience.
• Oversee day to day operations, ensuring consistent service quality and productivity across channels (call, email, whatsapp chats)
• Monitor and analyze customer feedback, identifying trends and areas for improvement.

Process Improvement & Performance Management

• Define and track key performance indicators (KPIs) to measure and improve service efficiency and customer satisfaction.
• Identify and implement process and procedures opportunities & improvements to optimize service response times, issue resolution and quality assurance workflows

Problem Resolution & Escalation Management

• Handle escalated customer issues, ensuring timely and effective resolutions.
• Develop action plans to minimize recurring service challenges.

Stakeholders

• Collaborate with cross-functional teams, including sales, product, and operations, to drive service excellence.
• Act as the key liaison between customers and internal teams to address complex service needs.
• Liaise with both internal and external parties for daily operation to enhance workflow efficiency and work process improvements

Requirements:
• You have previous experience (Ideally 3-5 years) in leading customer service team, preferably in the Technology industry

• You have proven track record in leadership skills with a focus on team-building, coaching, and driving results.
• You are proficient in English and Bahasa (both written and verbal) to communicate with a diverse customer base.
• You are proficient in Excel and CRM Software (Hubspot)
• You are a fantastic communicator, have strong problem solving skill and able to work under pressure

• You’re driven, self motivated, independent and committed to success.
• You’re open minded, enthusiastic and willing to learn
• You have an entrepreneurial mindset - you must be comfortable rolling up your sleeves to get things done