Deskripsi Pekerjaan
Join SSG as a Team Leader for our prestigious Pioneer International Retail Account and discover what's #BetterWithSSG! This dynamic leadership role empowers you to drive exceptional customer service delivery while mentoring high-performing teams in a fast-paced retail environment. You'll spearhead operational excellence, foster a culture of continuous improvement, and represent SSG's commitment to innovation in international retail support. With comprehensive training and growth opportunities, this position offers a pathway to advance your leadership career while making tangible impacts on customer satisfaction and team development.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and service excellence
- Monitor daily operations, handle escalated customer issues, and ensure timely resolution of complex inquiries
- Develop and implement coaching strategies to enhance team performance, quality metrics, and KPI achievement
- Collaborate with cross-functional departments to optimize processes and improve customer experience
- Conduct regular performance reviews, provide constructive feedback, and facilitate career development plans
- Analyze operational data to identify trends, implement improvements, and report key metrics to stakeholders
- Ensure compliance with company policies, security protocols, and international retail account requirements
Kualifikasi
- Bachelor's degree in Business, Management, or related field; 2+ years of team leadership experience in call center or retail support
- Proven track record of meeting/exceeding performance targets in customer service environments
- Strong conflict resolution skills with ability to de-escalate complex customer situations
- Advanced proficiency in CRM systems, workforce management tools, and Microsoft Office Suite
- Excellent communication skills with fluency in English and ability to adapt to multicultural contexts
- Experience in international retail account management or BPO industry is highly desirable
- Ability to work flexible schedules including weekends, holidays, and overnight shifts as needed