Assistant Gm – Procurement & Operations (Mandarin Speaker)

Pt New Coral Sea; Jawa Barat; Sur place; IDR 180 000 000 - 240 000 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Health insurance

Professional development opportunities

Leadership training

Résumé du poste

Pt New Coral Sea is seeking an experienced Customer Service Lead in Bekasi to manage and inspire a team delivering high-quality customer interactions. The role focuses on setting performance standards, monitoring KPIs, and driving strategies to improve satisfaction and loyalty.

Ideal candidates have a proven track record in customer service management, strong communication skills, and a passion for coaching and developing team members.

Qualifications

• Minimum 4 years in customer service with 2+ years in a supervisory role.
• Proven ability to motivate and lead a team.
• Strong knowledge of customer service principles, practices, and technologies.
• Excellent leadership, communication, interpersonal and problem-solving skills.

Responsabilités

• Lead, train, and mentor a team of Customer Service Representatives to ensure high performance and quality service delivery.
• Oversee daily operations of the customer service department, managing workflow and resources.
• Monitor customer interactions and provide feedback to team members.
• Develop and implement customer service policies and procedures to improve efficiency and satisfaction.
• Handle escalated complaints and complex issues with timely resolution.
• Analyze customer service data and KPIs to identify trends and improvements.
• Collaborate with other departments to ensure a seamless customer experience.
• Conduct regular performance reviews and provide ongoing coaching to team members.

Connaissances

Leadership

Customer service

Data analysis

CRM software

Communication

Team management

Formation

Bachelor's degree in Business Administration

Outils

CRM software

Description du poste

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Our client is seeking an experienced and results-oriented Customer Service Lead to manage and inspire their team in Bekasi . This leadership role is critical in overseeing daily operations, ensuring high-quality customer interactions, and driving team performance. The ideal candidate will have a proven track record in customer service management, excellent communication skills, and a passion for coaching and developing team members. You will be responsible for setting performance standards, monitoring key metrics, and implementing strategies to enhance customer satisfaction and loyalty. This is a significant opportunity to take on a leadership role within a reputable organization and shape the customer experience. We are looking for a proactive individual who can effectively motivate a team, resolve complex issues, and contribute to the strategic direction of the customer service department. Your leadership will be instrumental in fostering a positive and productive work environment.

About the Role

Our client is seeking an experienced and results-oriented Customer Service Lead to manage and inspire their team in Bekasi . This leadership role is critical in overseeing daily operations, ensuring high-quality customer interactions, and driving team performance. The ideal candidate will have a proven track record in customer service management, excellent communication skills, and a passion for coaching and developing team members. You will be responsible for setting performance standards, monitoring key metrics, and implementing strategies to enhance customer satisfaction and loyalty. This is a significant opportunity to take on a leadership role within a reputable organization and shape the customer experience. We are looking for a proactive individual who can effectively motivate a team, resolve complex issues, and contribute to the strategic direction of the customer service department. Your leadership will be instrumental in fostering a positive and productive work environment.

Key Responsibilities

• Lead, train, and mentor a team of Customer Service Representatives to ensure high performance and quality service delivery.
• Oversee daily operations of the customer service department, managing workflow and resource allocation.
• Monitor customer interactions and provide constructive feedback to team members.
• Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Analyze customer service data and key performance indicators (KPIs) to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Conduct regular performance reviews and provide ongoing coaching to team members.
• Manage team schedules, including staffing, breaks, and overtime.
• Foster a positive and motivating team environment that encourages continuous learning and development.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or lead role.
• Proven experience in managing and motivating a customer service team.
• Strong understanding of customer service principles, best practices, and relevant technologies.
• Excellent leadership, communication, interpersonal, and problem‑solving skills.
• Ability to analyze data and make informed decisions to improve service quality.
• Proficiency in CRM software and customer support tools.
• Experience in developing and implementing customer service strategies.
• Bachelor's degree in Business Administration, Communications, or a related field preferred.
• Ability to remain calm and professional under pressure.
• Strong organizational and time management skills.

Benefits

Our client offers a competitive salary, comprehensive health insurance, and performance-based bonuses. Employees in Bekasi will have access to ongoing professional development opportunities, including leadership training programs. We provide a supportive work environment with clear paths for career advancement. Opportunities to contribute to strategic decision-making are available. Join a company that values its leaders and invests in their growth. Be part of a team that is committed to delivering excellence in customer service and fostering a culture of continuous improvement. This role offers a chance to make a significant impact and build a lasting career.