Customer Service Lead Bekasi — Team Coaching & Ops

Pt Talenta Eksekutif Asia; Bekasi; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Pt Talenta Eksekutif Asia in Bekasi is seeking an experienced Customer Service Lead to manage and inspire a team responsible for daily operations and high-quality customer interactions.

You will set performance standards, monitor KPIs, coach staff, handle escalations, and collaborate with other departments to shape a positive customer experience. This leadership role offers a chance to influence service strategies and build a motivated, high-performance environment.

Qualifications

• Minimum 4 years in customer service with at least 2 years in supervision.
• Proven ability to lead and motivate a team.
• Strong communication and problem-solving skills.
• Experience with CRM software and customer support tools.
• Ability to analyze data to improve service quality.

Responsibilities

• Lead, train, and mentor a team of Customer Service Representatives to ensure high performance and quality service delivery.
• Oversee daily operations of the customer service department, managing workflow and resource allocation.
• Monitor customer interactions and provide constructive feedback to team members.
• Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Analyze customer service data and KPIs to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Conduct regular performance reviews and provide ongoing coaching to team members.
• Manage team schedules, including staffing, breaks, and overtime.
• Foster a positive and motivating team environment that encourages continuous learning and development.

Skills

Leadership

Coaching

CRM software

Data analysis

Customer service management

Communication

Problem-solving

Team motivation

Tools

CRM software

Job description

Pt Talenta Eksekutif Asia in Bekasi is seeking an experienced Customer Service Lead to manage and inspire a team responsible for daily operations and high-quality customer interactions.

You will set performance standards, monitor KPIs, coach staff, handle escalations, and collaborate with other departments to shape a positive customer experience. This leadership role offers a chance to influence service strategies and build a motivated, high-performance environment.