Deskripsi Pekerjaan
Join PT Horizon Internusa Persada as a Team Leader Customer Service in the vibrant city of Yogyakarta. We're seeking an experienced leader to drive exceptional customer experiences while mentoring a dynamic support team. In this pivotal role, you'll oversee daily operations, implement service excellence standards, and bridge communication between customers and internal departments. Our ideal candidate thrives in fast-paced environments, leveraging data-driven insights to optimize team performance and resolution times.
As a key member of our customer service division, you'll contribute to continuous improvement initiatives while maintaining our reputation for responsive, empathetic support. We offer a collaborative culture where your leadership directly impacts customer satisfaction metrics and team development. If you're passionate about elevating service quality through strategic team management and innovative solutions, this opportunity aligns perfectly with your career aspirations.
Tanggung Jawab
- Lead, mentor, and supervise a team of 5-10 customer service representatives
- Monitor team performance metrics and implement improvement strategies
- Handle escalated customer issues with empathy and efficiency
- Develop and maintain comprehensive knowledge base materials
- Conduct regular coaching sessions and performance evaluations
- Collaborate with cross-functional teams to resolve systemic issues
- Prepare weekly/monthly performance reports for stakeholders
- Ensure compliance with company service protocols and SLAs
Kualifikasi
- Bachelor's degree in Business, Communications, or related field
- Minimum 3 years in customer service with 1+ years leadership experience
- Proven track record of improving team performance metrics
- Advanced proficiency in CRM systems (e.g., Zendesk, Salesforce)
- Strong conflict resolution and negotiation skills
- Fluency in Bahasa Indonesia and English
- Experience with call center operations and quality assurance
- Certification in team management or customer service preferred