About this role
Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutions—including Mekari Jurnal, Mekari Talenta, Mekari Qontak, and Mekari Flex, we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses. In our 10+ years of journey we have reached over 3 Million platform users, and we're not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are ready to #ElevateThroughImpact and raise Indonesia's software standard. Job Description: Maintain chat, SLA, and customer satisfaction rate quality Handle complex inquiries and complain Collaborate with internal team to handle complaints and other inquiries Manage and monitor all databases regarding Customer Support Coordinate responsibilities and capacity planning for their team Mentor & maintain customer support team performance Conduct 1-on-1 calibration & coaching in collaboration with QA support Train new joiners as a part of their Onboarding process Assess and review new joiners’ performance Contribute in developing team OKR, Modules, and SOP Requirements: Experience in leading Customer Support or related fields Experience in IT company is a plus Target and incentives oriented People-oriented, proactive, and communicative Good analytical and problem-solving skills Good personality Confident in communicating with senior executives Our team will review your application and will be in touch if your application is shortlisted to the next stage. If you do not hear from us in 30 days, we will keep your resume on file in case a relevant opportunity opens up. Don't forget to check our Recruitment FAQ at bit.ly/FAQMekariHiringENG or bit.ly/FAQMekariHiringINA to find the answers to commonly asked questions regarding our recruitment process. We wish you the best. Hope to see you around soon!