Customer Service Manager(Dutch Speaker)

At TLScontact, we work with governments from around the world to provide visa and consular services on their behalf to travellers and citizens. Our core expertise, built up in visa processing, enables us to apply our secure processing experience to a wide range of government and citizen services, both abroad and in-country. Harnessing new technology, we support governments in their digital transformation, helping to improve efficiency and enhance customer service.

Job Title : Customer Service Manager Place of Work : Surabaya, Indonesia Languages : Dutch, English and Indonesian Reporting to : Regional Manager Direct Reports : Supervisors and Agents

Requirements

Qualifications

• Bachelor’s degree or above.

Experience

• Minimum of five years of experience in a multinational company with a customer-experience focus.
• At least three years of team management experience.
• Minimum of three years of experience in operations process management.

Skills and Abilities

• Fluency in Dutch, English and Indonesian, including speaking, reading, and writing, is required.
• Proficiency in Microsoft Office.
• Detail-oriented, proactive, and able to work independently.
• Strong communication and organisational skills.
• Mature, intelligent, and demonstrating a high level of personal integrity.
• Fast learner.
• Strong team player with the ability to build relationships across functions.
• Strong sense of responsibility and the ability to work effectively under tight deadlines and pressure.
• General financial literacy.
• Emotional intelligence.
• Project management skills are an advantage.
• Business development skills are an advantage.

Responsibilities

• Manage the day-to-day operations of the Visa Application Centre in compliance with Standard Operating Procedures.
• For larger centres, additionally manage the operations of one or more subsidiary temporary remote Application Centres.
• Develop, coordinate, and implement first-class services.
• Work with government clients, support organisations, and partner companies to develop and enhance services.
• Manage the physical facilities of the Visa Application Centre to ensure they are fit for purpose.
• Contribute to strategic planning and the implementation of related actions.
• Contribute to strategic commercial development, increase turnover and gross margin, expand market share, and lead new commercial initiatives.
• Maximise productive efficiency within the company.
• Ensure the effective management of the Visa Application Centre and temporary remote Application Centre staff through recruitment, objective setting, performance reviews, training, development, and motivation.
• Provide effective leadership and appropriately implement employee recognition and reward practices.
• Ensure appropriate communication channels exist between staff and customers.
• Ensure the integrity of systems and processes used to manage applications effectively and protect client confidentiality.
• Manage Visa Application Centre operations and staff in accordance with
• TLScontact’s Corporate Values.
• Develop the centre’s culture to ensure alignment with the company’s values.
• Support the development of other Visa Application Centre and temporary remote
• Application Centre locations through advice and mentoring.
• Ensure the effective implementation of central company initiatives.
• Ensure a healthy and safe working environment.
• Complete business reporting in accordance with company processes.
• Improve the employer’s current service-delivery and reporting processes.

Key Performance Indicators

• Meet or exceed agreed financial targets.
• Meet or exceed agreed service-performance targets.
• Achieve continuous performance improvement against a dashboard of business metrics, including: Reduction in workplace accidents and lost-time incidents；Reduction in staff attrition；Reduction in client complaints；Improvement in customer-satisfaction measures.

Ability to commute/relocate:

• Surabaya: Reliably commute or planning to relocate before starting work (Preferred)

Location:

• Surabaya (Preferred)

Work Location: In person

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