Customer Service Lead - Makassar

PT. Lippo Karawaci, Tbk; Makassar; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading company in customer service in Makassar is seeking an experienced Customer Service Lead to supervise the service team, ensuring exceptional customer satisfaction and compliance with service standards. The ideal candidate will have over 5 years of experience in customer service, strong leadership skills, and be fluent in English and Bahasa Indonesia. Join us to lead initiatives that enhance customer experience and service delivery.

Qualifications

• Minimum 5 years of experience in customer service, with at least 2 years in a supervisory or lead role.
• Proficient in English and Bahasa Indonesia.

Responsibilities

• Supervise and support the customer service team.
• Monitor service performance and ensure compliance with company standards.
• Handle complex customer issues or escalations.
• Analyze feedback and service data for improvements.
• Develop and implement customer service policies.
• Provide coaching, training, and performance evaluations.
• Collaborate with other departments to enhance customer experience.
• Prepare regular reports on customer satisfaction.

Skills

Leadership

Communication

Problem-solving

Interpersonal skills

Customer-oriented mindset

Education

Bachelor’s degree in any major

Tools

CRM systems

Customer service software

Job description

We are seeking an experienced and customer-focused Customer Service Lead to oversee our service team and ensure the highest level of customer satisfaction. This role is responsible for managing day-to-day service operations, improving service processes, and leading a team that delivers exceptional experiences to every customer interaction.

Key Responsibilities

• Supervise and support the customer service team to ensure prompt, professional, and efficient responses to all customer inquiries.
• Monitor service performance and ensure compliance with company standards and service-level agreements (SLAs).
• Handle complex customer issues or escalations with empathy and effective problem-solving.
• Analyze feedback and service data to identify trends and areas for improvement.
• Develop and implement customer service policies, workflows, and best practices.
• Provide coaching, training, and performance evaluations for team members.
• Collaborate with other departments (Sales, Operations, Marketing) to enhance overall customer experience.
• Prepare regular reports on customer satisfaction, service quality, and team performance.

Requirements

• Bachelor’s degree any major.
• Minimum 5 years of experience in customer service, with at least 2 years in a supervisory or lead role.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving abilities and customer-oriented mindset.
• Experience with CRM systems or customer service software is preferred.
• Proficient in English and Bahasa Indonesia.