Customer Expert Team Leader (Malay Speaker)

Teleperformance; Sleman; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Teleperformance is seeking a Team Lead for Melayu Speaker Customer Support in Yogyakarta to supervise cross-channel support for Melayu-speaking customers with a 24/7 shifting rotation. You will coach the team, monitor KPIs, and collaborate with management to implement policies and optimize service quality.

The role requires English fluency, multichannel experience, and a willingness to work in shifts. Prior SME Team Lead exposure of at least 6 months is preferred; you must be able to work from

Qualifications

• Fluent in English both written and verbal.
• Able to handle Melayu-speaking customers from multichannel.
• Willing to work in shifting schedule.
• Has experience in the same role, or as SME Team Lead for at least 6 months.
• Highly sensitive to customer complaints, able to anticipate and properly handle unexpected situations.
• Good at organizing performance coaching for staff in the team.
• Willing to work from Yogyakarta.

Responsibilities

• Ensure that customers' expectations are met or exceeded
• Identify customer issues and develop solutions
• Oversee the team, provide coaching and feedback, and ensure the team is working well together
• Work with other members of the management team to create and implement policies and procedures
• Handle customer queries and grievances, and resolve escalated issues
• Analyze customer feedback and performance metrics
• Monitor team service quality and efficiency, and promote the achievement of KPI
• Organize performance coaching for staff in the team
• Implement performance to excellence and control staff turnover

Skills

Fluent English

Team leadership

Multichannel support

Customer service experience

Job description

Team Lead for Melayu Speaker Customer Support, managing customer service operations across multiple channels for Melayu -speaking customers with 24/7 shifting rotation.

Key responsibilities

Ensure that customers' expectations are met or exceeded

Identify customer issues and develop solutions

Oversee the team, provide coaching and feedback, and ensure the team is working well together

Work with other members of the management team to create and implement policies and procedures

Handle customer queries and grievances, and resolve escalated issues

Analyze customer feedback and performance metrics

Monitor team service quality and efficiency, and promote the achievement of KPI

Organize performance coaching for staff in the team

Implement performance to excellence and control staff turnover

About you

Fluent in English both written and verbal

Able to handle Melayu -speaking customers from multichannel

Willing to work in shifting schedule

Has experience in the same role, or as SME Team Lead for at least 6 months

Highly sensitive to customer complaints, able to anticipate and properly handle unexpected situations

Good at organizing performance coaching for staff in the team

Willing to work from Yogyakarta