Customer Experience Team Lead

PT Mitra Karsa Utama

Jawa Barat

On-site

IDR 66,960,000 - 133,920,000

Full time

2 days ago

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Job summary

PT Mitra Karsa Utama in Indonesia is seeking a Lead Customer Relation Representative to lead, direct, and monitor a CSR team in delivering customer service that meets SOP, SLA, and quality standards. You will drive performance through coaching, KPI tracking, and proactive issue resolution.

The role requires a diploma or bachelor's degree and 2–3 years in customer service with supervisory exposure; strong leadership, communication, and data reporting skills; proficiency in Excel; willingness to

Qualifications

Diploma or Bachelor's degree required
2–3 years in Customer Service/Customer Relations with supervisory experience preferred
Strong leadership and communication skills
Proven problem-solving abilities and customer-centric approach
Data analysis and reporting capabilities
Proficient with Excel and MS Office

Responsibilities

Lead, direct, and monitor a CSR team to meet SOP, SLA, and quality standards
Monitor KPI achievement including customer satisfaction and complaint resolution
Provide coaching, briefing, and feedback to improve performance
Handle escalated complaints requiring higher-level resolution
Analyze feedback and team performance to identify improvements
Coordinate with stakeholders to resolve customer issues
Prepare and deliver operational performance and customer service reports
Ensure discipline, attendance, grooming, and professionalism
Identify process improvements to enhance customer experience
Take responsibility for achieving team targets and service quality