Customer Service Lead - Bilingual (Eng/Ina) - Medan

Pt Citra Laksamana Utama; Kota Medan ᯔᯩᯑᯉ᯲; Remote; IDR 250,000,000 - 350,000,000; Full time

Benefits offered by this job

Performance bonuses

Fully remote

Career growth

Health benefits

Remote culture

Job summary

Pt Citra Laksamana Utama is seeking a dedicated Remote Retail Customer Service Lead to manage the customer support operations for its retail business, serving customers from Semarang. This fully remote role leads a team of customer service representatives and ensures high-quality service across channels.

You will resolve complex inquiries, drive service improvements, and maintain strong customer satisfaction and loyalty.

Qualifications

• Experience leading a customer service team.
• Strong communication and conflict-resolution skills.
• Familiarity with CRM software and customer support tools.
• Ability to manage and motivate a remote team.
• Passion for delivering outstanding customer experiences.

Responsibilities

• Lead, train, and mentor a team of remote customer service representatives.
• Set performance standards and monitor team productivity and quality of service.
• Handle escalated customer inquiries and complex issue resolution.
• Develop and refine customer service protocols and FAQs to improve response times and consistency.
• Analyze customer feedback and operational data to identify trends and implement service improvements.
• Ensure all customer interactions are handled professionally, efficiently, and empathetically.

Skills

Team leadership

CRM software

Customer service

Remote work management

Communication skills

Job description

About the Role

Our client is seeking a dedicated and customer-centric Remote Retail Customer Service Lead to manage their customer support operations for their retail business, serving customers from Semarang. In this fully remote role, you will lead a team of customer service representatives, ensuring they provide exceptional support across various channels. You will be responsible for maintaining high standards of service, resolving complex customer issues, and contributing to customer satisfaction and loyalty initiatives. This is an excellent opportunity for an experienced customer service professional with leadership skills to build and develop a high-performing remote support team.

Key Responsibilities

• Lead, train, and mentor a team of remote customer service representatives.
• Set performance standards and monitor team productivity and quality of service.
• Handle escalated customer inquiries and complex issue resolution.
• Develop and refine customer service protocols and FAQs to improve response times and consistency.
• Analyze customer feedback and operational data to identify trends and implement service improvements.
• Ensure all customer interactions are handled professionally, efficiently, and empathetically.

Requirements

• Previous experience in customer service, with proven experience in a team lead or supervisory role.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service best practices and CRM software.
• Ability to manage and motivate a remote team effectively.
• Proficiency in using customer support tools and platforms.
• A passion for delivering outstanding customer experiences.

Benefits

• Competitive salary and potential for team performance bonuses.
• Fully remote work arrangement with flexible scheduling options.
• Opportunities for professional growth and leadership development.
• Comprehensive health and wellness benefits.
• A positive and supportive remote work culture.