Deskripsi Pekerjaan
We are seeking an experienced Customer Service Lead to join our dynamic team in Jakarta Raya. This pivotal role requires a seasoned professional with a minimum of 3 years in customer service leadership. You will oversee daily team operations, including workload distribution, shift scheduling, and response time optimization. Your responsibilities include conducting quality audits on customer interactions, ensuring compliance with service standards, and implementing performance improvement strategies. The ideal candidate will demonstrate exceptional leadership skills, a customer-centric mindset, and the ability to mentor team members to deliver exceptional service experiences. If you thrive in fast-paced environments and are passionate about driving operational excellence, we invite you to apply.
Tanggung Jawab
- Lead and mentor a team of customer service representatives to achieve performance targets
- Monitor daily operations including workload distribution, shift scheduling, and response times
- Conduct regular audits on customer interactions to ensure quality and compliance
- Develop and implement strategies to improve team efficiency and customer satisfaction
- Handle escalated customer issues requiring senior-level intervention
- Prepare performance reports and recommend process improvements
- Coordinate training programs to enhance team skills and product knowledge
Kualifikasi
- Minimum 3 years of experience in customer service with leadership exposure
- Proven track record in team management and operational oversight
- Strong analytical skills for performance monitoring and process optimization
- Excellent communication and interpersonal skills in Bahasa Indonesia
- Ability to work under pressure and resolve complex customer issues
- Familiarity with CRM systems and customer service metrics
- Experience in conducting quality audits and implementing corrective actions