Become an User and Customer Support Manager with Koltiva!


Do you believe in never ending innovation?

  • At Koltiva, we will never be satisfied with current traceability solutions. We seek inspiration and innovation to revolutionize our software as a service products.
  • We encourage our employees to innovate and challenge current industry standards. Koltiva promotes creativity and strives to see employees achieve personal and professional success.
  • We promote environmental protection across supply chains, starting in our homes and offices. We aim to mitigate environmentally-damaging practices in all that we do.
  • Koltiva believes in continuous growth and learning. We foster curiosity and the desire to learn, grown and innovate.

Who are we?

Koltiva is leading the agriculture commodity traceability revolution. Koltiva has reinvented mobile technologies to improve smallholder farmer productivity, product quality and mitigate environmental harm in end-to-end supply chains. Koltiva manages data from more than 200,000 smallholder farmers for 12 multinational clients’ sustainable and traceable supply chains.

What do we do?

Koltiva provides affordable, tailor-made software solutions and professional services, creating system transparency between suppliers and customers.

Do you belong with Koltiva?

The User & Client Support Manager working closely with the Product Support Manager and IT Department. The User & Client Support Manager target is to ensure excellent service standards and maintain high customer satisfaction across all our web and mobile applications.


Who is the Koltiva User and Customer Support Manager?

Responsibilities and Duties

The User & Client Support Manager is responsible for maintain customer relationship to ensure continued satisfaction with the organization. Specific responsibilities in this role include:

  • Create effective customer service procedures, policies, and standards.
  • Supervise day-to-day in operations in the customer service department.
  • To keep good relationship with clients and do internal coordination with other division or department to ensure that the information provided to clients is appropriate
  • Resolve product or service problems by clarifying the customer's complaint determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution
  • Supervise all aspects of interaction between clients and company, and monitor customer service experience
  • Create ticket of customer request, question and complaints and distribute the ticket to the product owner/ product representative for preparation of answer and follow up
  • Lead and Manage call center projects for improving quantitative and qualitative performance and clients satisfaction
  • Prepares performance reports by collecting, analyzing, and summarizing data and trends
  • Maintain operational activities periodically to match the SOP
  • Provide direction and assistance to subordinate in handling complaints (service attitude)
  • Conducting coaching and counseling as an effort to improve performance knowledge
  • Keep records of customer interactions, process customer accounts and file documents
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Update globally available content in our CRM, ERP, and Supply Chain Management apps.

 


What are the key responsibilities of the User and Customer Support Manager?

Responsibilities and Duties

The User & Client Support Manager is responsible for maintain customer relationship to ensure continued satisfaction with the organization. Specific responsibilities in this role include:

  • Create effective customer service procedures, policies, and standards.
  • Supervise day-to-day in operations in the customer service department.
  • To keep good relationship with clients and do internal coordination with other division or department to ensure that the information provided to clients is appropriate
  • Resolve product or service problems by clarifying the customer's complaint determining the cause of the problem selecting and explaining the best solution to solve the problem expediting correction or adjustment following up to ensure resolution
  • Supervise all aspects of interaction between clients and company, and monitor customer service experience
  • Create ticket of customer request, question and complaints and distribute the ticket to the product owner/ product representative for preparation of answer and follow up
  • Lead and Manage call center projects for improving quantitative and qualitative performance and clients satisfaction
  • Prepares performance reports by collecting, analyzing, and summarizing data and trends
  • Maintain operational activities periodically to match the SOP
  • Provide direction and assistance to subordinate in handling complaints (service attitude)
  • Conducting coaching and counseling as an effort to improve performance knowledge
  • Keep records of customer interactions, process customer accounts and file documents
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Update globally available content in our CRM, ERP, and Supply Chain Management apps.




How do you apply?

Please submit your application and CV to hrd@koltiva.com


Jobs Details

  • Location: Jakarta, DKI Jakarta
  • Advertised: 08 January 2021
  • Application Close: 31 March 2021




NEVER ENDING INNOVATION

We do things differently. We focus on helping our clients to verify sustainably sourced commodities from independent smallholders with leading web and mobile applications.