Customer Relations Team Lead — Coaching, KPI & Reporting

PT Mitra Karsa Utama; Jawa Timur; On-site; IDR 160,000,000 - 220,000,000; Full time

Job summary

PT Mitra Karsa Utama is seeking a Lead, Customer Relation team supervisor to guide service activities and ensure adherence to SOPs, SLAs, and quality standards. You will monitor KPI attainment, coach staff, and escalate complex customer issues while driving process improvements.

The role focuses on coordinating with internal departments, delivering regular performance reports, and maintaining professional conduct. A supervisory background in customer service is preferred.

Qualifications

• Minimum Diploma or Bachelor’s degree from any field.
• Minimum 2–3 years of experience in Customer Service/Customer Relation, with supervisory experience as an advantage.
• Experience leading and managing a team.

Responsibilities

• Lead, direct, and monitor a Customer Relation Representative team in executing customer service activities.
• 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 escalation 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.

Skills

Leadership

Communication

Coaching

Problem solving

Data analysis

Reporting

Stakeholder management

Customer service

Education

Diploma or Bachelor’s degree

Tools

Microsoft Excel

Job description

PT Mitra Karsa Utama is seeking a Lead, Customer Relation team supervisor to guide service activities and ensure adherence to SOPs, SLAs, and quality standards. You will monitor KPI attainment, coach staff, and escalate complex customer issues while driving process improvements.

The role focuses on coordinating with internal departments, delivering regular performance reports, and maintaining professional conduct. A supervisory background in customer service is preferred.