Customer Care Team Lead

Honest; Daerah Khusus Ibukota Jakarta; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading finance company in Jakarta is seeking a Customer Care Team Leader to oversee operations and performance. The ideal candidate will possess strong leadership skills and a customer-oriented mindset, with experience in managing 24/7 operations. Join a team that values contribution and celebrates achievements, while fostering growth in a modern work environment.

Benefits

Training courses

Monthly Wellness Allowance

Work with industry-leading professionals

Modern office located in central Jakarta

Qualifications

• At least 3 years of experience in customer service.
• Minimum 1 year of experience as a team leader or supervisor.
• Experience managing 24/7 Contact Center operations.

Responsibilities

• Supervise Customer Care Specialists and ensure adherence to operational standards.
• Develop performance improvement plans and coach team members.
• Handle issue escalations and maintain a harmonious working environment.

Skills

Customer-oriented mindset

Leadership skills

Critical thinking

Problem-solving

Communication skills

Attention to detail

Proactivity

Job description

Role & Responsibilities

• Responsible for Honest Care Operation end-to-end monitoring, including supervision of Customer Care Specialists, ensuring 24/7 operations adhere to company standards.
• Provide regular coaching and counseling (weekly & monthly) to team members, discuss performance progress, and ensure achievement of performance targets.
• Review and identify performance and operational issues regularly (daily, weekly, monthly), develop action plans for improvement, and implement corrective actions.
• Handle issue escalation and proactively follow up with relevant stakeholders to ensure all issues are resolved within SLA.
• Organize schedules & shift patterns based on operational needs.
• Ensure a safe and harmonious working environment for the Customer Care Team and serve as a role model in embracing Honest Values.
• Generate insights from customer feedback and develop action plans accordingly.
• Develop and maintain an updated Knowledge Base and FAQ, communicate changes to the team, and ensure all members are informed.

Qualifications

• Customer-oriented mindset
• Strong leadership and critical thinking skills
• At least 3 years of experience in customer service
• Minimum 1 year of experience as a team leader or supervisor
• Excellent communication, problem-solving, and coaching skills
• Ability to communicate effectively at all levels
• Extensive experience managing 24/7 Contact Center operations
• Self-driven and proactive
• High attention to detail
• Willing to work shifts or flexible hours as needed
• Proficient in English

Work Location: Cilandak, South Jakarta

Work Hours: Shift basis (24-hour operational coverage)

Our application process

We value transparency and thoroughness in our recruitment. After submitting your resume, here’s what to expect:

• Review of your application by the hiring team
• Invitation to a technical interview with the hiring team
• SLIK / BI Checking and Background Check by Integrity
• Job offer

Why you'll love it here

• Training courses
• Work with industry-leading professionals
• Modern office located in central Jakarta
• Monthly Wellness Allowance
• We value contribution and celebrate achievements as a team, without emphasis on titles or hierarchy

Honest Hiring

At Honest, we're building the future of finance in Asia. We prioritize attracting top talent worldwide, regardless of background or heritage. We are committed to equal employment opportunities for all, regardless of race, gender, age, or other protected classes. Join us in transforming access to finance across Asia and be part of a global team you can be proud of.