Customer Relations Team Lead

PT Mitra Karsa Utama; Jawa Barat; Sur place; IDR 133 920 000 - 200 880 000; Plein temps

Résumé du poste

PT Mitra Karsa Utama in Indonesia's West Java region seeks a Customer Service Team Lead to guide a Customer Relation Representative team in delivering service activities, ensuring adherence to SOPs, SLAs and quality standards.

The role emphasizes coaching, KPI oversight, handling complex complaints, and driving improvements through data analysis and stakeholder coordination, with a focus on high professional standards.

Qualifications

• Minimum Diploma or Bachelor's degree.
• 2–3 years of experience in Customer Service/Customer Relation, with supervisory experience as an advantage.
• Experience leading and managing a team.
• Strong leadership, communication, coaching, and problem-solving skills.
• Customer-oriented with ability to handle customer complaints professionally.
• Accustomed to working with targets, KPIs, and SLAs.
• Good data analysis and reporting capabilities.
• Able to operate Microsoft Office, particularly Excel.
• Willing to work with shift systems if required.
• Good coordination and stakeholder management skills.

Responsabilités

• Lead, direct, and monitor a CSR team in executing customer service activities.
• Ensure all service activities comply with SOP, SLA, and quality standards.
• Monitor and evaluate team KPI achievement, including customer satisfaction, service quality, productivity, and complaint resolution.
• Provide coaching, briefing, and feedback regularly to team members to improve performance.
• Handle and upscale customer complaints or issues requiring higher-level resolution.
• Analyze customer feedback, complaints, and team performance to determine necessary improvements.
• Coordinate with various stakeholders and internal departments in resolving customer issues.
• Prepare and deliver operational performance and customer service reports regularly.
• Ensure discipline, attendance, grooming, and professionalism of all team members.
• Identify potential improvements in service processes to enhance customer experience.
• Take responsibility for achieving team targets and service quality.

Connaissances

Leadership

Communication

Coaching

Problem-solving

Customer orientation

Data analysis

Reporting

Stakeholder management

Excel

Shift work

Formation

Diploma or Bachelor's degree

Outils

MS Office

Description du poste

PT Mitra Karsa Utama in Indonesia's West Java region seeks a Customer Service Team Lead to guide a Customer Relation Representative team in delivering service activities, ensuring adherence to SOPs, SLAs and quality standards.

The role emphasizes coaching, KPI oversight, handling complex complaints, and driving improvements through data analysis and stakeholder coordination, with a focus on high professional standards.