- Support Head of CX and Ops leaders in day to day operations of the Product Support team who manage tier 2 issues.
- Accomplishes Product Support human resource objectives by recruiting, developing, monitoring, enforcing policies and procedures.
- Ensure customer operations fulfill the set of performance objectives.
- Manage tools and processes used for Support tickets.
- Maintain a high-degree of responsiveness and issue resolution for user inquiries.
- Collaborate with various internal teams to improve both Support processes and the product itself.
- Monitor the individual & team efficiency to ensure we meet departmental KPIs on a daily & weekly basis.
- Work towards quarterly targets relating to customer satisfaction and quality performance targets
- Bachelor degree from a reputable university. Engineering / IT background is a must.
- 3-5 years relevant work experience in solving difficult technical issues, with leadership experience in IT field.
- Excellent soft skill for interaction with various parties.
- Ability to think strategically and to lead.
- Top notch in implementing customer focus attitude.
At Moka, we believe that selling should be easy. However, the reality is that most business owners spend hours every day compiling sales reports, checking their inventory, and going through paperworks. Moka takes away the pain of running a business so you can focus on what's really important: serving your customers and growing your business
We do this by providing businesses with powerful tools that are easy to use. At the store-front, Moka provides a point-of-sale application that you can download on your mobile devices and an integrated card reader so you can give your customers an option to pay with debit/credit cards. On the back-end, Moka creates sales reports across multiple outlets, tracks inventory, receivers feedback from your customers, and provides analytics so you know things like what item are selling best, what items are running out, when are your busiest hours, and more. the best thing is that you can access all this data anytime and anywhere. so you always have your business at your fingertips.
Industry Computer / Hardware/ IT / Consultancy
Address Jalan Meruya Ilir No.88, Ruko Bisnis Park Blok D2 No.3, North Meruya, Special Capital Region of Jakarta, Indonesia