Brigitta Arnelia Riwanda
Customer Support Manager
Osaka,12
Summary
Dynamic Indonesian Customer Support Manager at ZenGroup INC, adept at enhancing client engagement and satisfaction through effective communication and empathy. Successfully led a bilingual team, resolving complex issues and driving performance improvements. Skilled in training and coaching, I foster strong relationships while ensuring alignment with service standards and KPIs. Offering strong foundation in communication and problem-solving, coupled with genuine enthusiasm to learn and grow in customer support environment. Delivers quick understanding of customer service principles and proficiency in CRM tools. Ready to use and develop conflict resolution and team collaboration skills in customer supports role
Overview
3
3
years of professional experience
2
2
Certifications
5
5
Languages
Work History
Indonesian Customer Support Manager
ZenGroup INC
05.2022 - Current
- Managed and led customer support operations for the Indonesian and Malaysian markets, ensuring timely, high-quality assistance across email and chat.
- Supervised and supported two remote, bilingual customer support operators, overseeing daily workflows, providing coaching, and ensuring alignment with KPIs and service standards.
- Handled escalated customer complaints professionally, resolving complex issues with empathy, while maintaining client trust and loyalty.
- Took full ownership of customer concerns, ensuring thorough follow-up, and successful resolution to enhance satisfaction and retention.
- Conducted regular performance reviews, and provided actionable feedback to improve agent efficiency and client satisfaction.
- Collaborated with logistics, purchase, and technical teams to address issues and streamline the overall customer experience.
Education
Associate of Arts - International Business
Osaka YMCA International Business College
Osaka, Japan 04.2001 -
High School Diploma -
SMAN 4 BLITAR
Indonesia 04.2001 -
Skills
Client engagement
Team building
Empathy and patience
Account management
Training and coaching
Customer service
Self motivation
Adaptability and flexibility
Effective communication
Relationship building
Reliability
Customer relations
Multilingual
Certification
JLPT N2
Photography
Passionate about capturing candid moments, natural expressions, and unique architectural details.
I enjoy finding beauty in the unusual and highlighting authentic human emotions through my lens.
Regularly share my work and visual storytelling on Instagram to engage with a wider audience and refine my creative style.
Timeline
JLPT N2
07-2023
Indonesian Customer Support Manager
ZenGroup INC
05.2022 - Current
TOEIC
05-2021
Associate of Arts - International Business
Osaka YMCA International Business College
04.2001 -
High School Diploma -
SMAN 4 BLITAR
04.2001 -
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