Bank Teller & Frontline Service Specialist

Pt Lintas Indotama; Makassar; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Pt Lintas Indotama in Makassar seeks an experienced Customer Service Lead to manage a team of representatives, ensure service excellence, and drive performance. You will coach, train, and motivate staff to achieve department goals.

The ideal candidate will analyze service metrics, implement improvements, and collaborate with other departments to deliver outstanding customer experiences in the telecommunications sector.

Qualifications

• 3+ years in customer service, with 1–2 years in supervisory capacity.
• Proven ability to lead, motivate, and develop a team.
• Strong knowledge of customer service principles and best practices.
• Excellent problem-solving, decision-making and conflict-resolution skills.
• Exceptional communication and interpersonal skills.
• Bachelor's degree in Business Administration, Management, or related field preferred.

Responsibilities

• Lead, coach, and mentor a team of customer service representatives.
• Set performance goals and monitor team KPIs with regular feedback.
• Ensure adherence to quality standards and service level agreements.
• Handle escalated customer issues and provide solutions.
• Develop and implement training programs for team members.
• Analyze service data to identify trends and improvements.
• Collaborate with other departments to streamline processes.
• Manage team schedules and workload distribution effectively.
• Foster a positive and productive work environment.
• Contribute to strategic planning for customer service operations.

Skills

Team leadership

Performance management

Customer service

Communication skills

Problem solving

Coaching & training

Education

Bachelor's degree in Business Administration/Management

Tools

CRM software

Helpdesk software

Job description

Our client, a prominent player in the telecommunications sector, is seeking an experienced and dynamic Customer Service Lead to manage their operations in Makassar. This leadership role is responsible for overseeing a team of customer service representatives, ensuring the delivery of exceptional service standards, and driving team performance. You will play a key role in coaching, training, and motivating your team to achieve departmental goals. If you possess strong leadership skills, a passion for customer advocacy, and a proven track record in customer service management, this is an excellent career opportunity. We are committed to providing superior customer experiences, and your leadership will be critical to our success. The ideal candidate is a strategic thinker with excellent people management abilities.

Key Responsibilities

• Lead, coach, and mentor a team of customer service representatives.
• Set performance goals and monitor team KPIs, providing regular feedback.
• Ensure adherence to quality standards and service level agreements.
• Handle escalated customer issues and provide solutions where necessary.
• Develop and implement training programs for new and existing team members.
• Analyze customer service data to identify trends and areas for improvement.
• Collaborate with other department heads to streamline customer service processes.
• Manage team schedules and workload distribution effectively.
• Foster a positive and productive work environment for the customer service team.
• Contribute to strategic planning for customer service operations.

Requirements

• Minimum of 3 years of experience in a customer service role, with at least 1-2 years in a supervisory or lead capacity.
• Proven ability to lead, motivate, and develop a team.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Exceptional communication and interpersonal skills.
• Proficiency in CRM software and helpdesk management systems.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Ability to