Deskripsi Pekerjaan
Are you a natural leader with a passion for delivering exceptional customer experiences? PT Horizon Internusa Persada is seeking a dynamic and results-oriented Team Leader for our Customer Service department in Yogyakarta. In this role, you will be the driving force behind our service excellence, guiding a team of dedicated support professionals to meet and exceed performance benchmarks.
You will play a critical role in fostering a positive team culture, optimizing workflows, and ensuring that our customers receive industry-leading support. If you thrive in a fast-paced environment and have a knack for coaching, problem-solving, and strategic thinking, we want to hear from you. Join us in shaping the future of service excellence in Indonesia.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives to ensure daily operational excellence.
- Monitor team performance metrics, including CSAT, response times, and resolution rates, providing actionable feedback.
- Develop and implement coaching plans to improve individual performance and professional growth.
- Handle escalated customer inquiries and resolve complex issues with professionalism and empathy.
- Collaborate with cross-functional departments to streamline service processes and improve customer journey maps.
- Conduct regular team meetings to communicate company updates, policy changes, and performance goals.
- Prepare accurate daily and weekly performance reports for senior management.
Kualifikasi
- Minimum of 2-3 years of experience in a leadership or supervisory role within a Customer Service or Call Center environment.
- Bachelor's degree in Business, Communication, Management, or a related field.
- Strong understanding of CRM tools and customer service best practices.
- Proven ability to analyze performance data and translate it into actionable improvements.
- Excellent communication and interpersonal skills, with fluency in Indonesian and professional English.
- Strong problem-solving mindset with the ability to handle high-pressure situations.
- Willingness to work in a flexible schedule as required by operational needs.