Customer Experience Team Leader

PT Concentrix Services Indonesia; Kota Yogyakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading e-commerce company in Yogyakarta seeks a dedicated English Customer Service/Content Moderator Team Leader to oversee a dynamic team. The ideal candidate will ensure customer satisfaction and maintain high-quality content through effective leadership and problem-solving skills. If you're motivated and experienced in e-commerce customer service, apply now.

Qualifications

• Proven experience in a supervisory role within customer service or content moderation.
• Excellent command of English, both written and verbal (B2 Level).
• Strong understanding of e-commerce operations.

Responsibilities

• Inspire, train, and manage a team of Customer Service Representatives and Content Moderators.
• Oversee daily operations to ensure high standards of customer support.
• Act as an escalation point for complex customer issues.

Skills

Leadership

Communication

Problem-solving

Tools

CRM software

Content management systems

Job description

Are you a natural leader with a passion for excellent customer service and a keen eye for content? We're an innovative e-commerce company looking for a dedicated English Customer Service/Content Moderator Team Leader to lead our dynamic team in Yogyakarta.

In this role, you'll be at the heart of ensuring our customers have a seamless experience and our platform maintains high-quality content. If you thrive in a fast-paced environment and love guiding a team to success, we want to hear from you!

Job Description:

Lead & Mentor: Inspire, train, and manage a team of English-speaking Customer Service Representatives and Content Moderators.

Ensure Quality: Oversee daily operations to ensure high standards of customer support and content moderation are met.

Problem Solve: Act as an escalation point for complex customer issues and content disputes, providing effective resolutions.

Optimize Processes: Identify areas for improvement in workflows and implement strategies to boost efficiency and team performance.

Report & Analyze: Monitor team KPIs, analyze data, and provide regular reports on team performance and trends.

Collaborate: Work closely with other departments to align on company goals and improve overall customer satisfaction.

Requirements:

Proven experience in a team leader or supervisory role within customer service, content moderation, or a related field.

Excellent command of English, both written and verbal, is a must (B2 Level).

Strong understanding of e-commerce operations and customer service best practices.

Experience with content moderation guidelines and policies is a significant plus.

Exceptional leadership, communication, and interpersonal skills.

Ability to motivate and develop team members.

Strong problem-solving and decision-making abilities.

Familiarity with CRM software and content management systems.

Based in or willing to relocate to Yogyakarta.

What's your expected monthly basic salary?

Which of the following types of qualifications do you have?

How many years' experience do you have as a Customer Experience Team Leader?

How much notice are you required to give your current employer?

Which of the following languages are you fluent in?

How would you rate your English language skills?

Information & Communication Technology Not specified