Customer Service Lead (Talent Pooling)

Cove Living Pte Ltd; Daerah Khusus Ibukota Jakarta; On-site; IDR 200,000,000 - 300,000,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Lead, where you will play a crucial role in enhancing team performance and customer satisfaction. In this dynamic position, you'll train new team members, monitor support performance, and ensure timely responses to inquiries. This innovative firm values authenticity and teamwork, fostering a fun and driven environment that encourages personal growth. If you're passionate about customer service and possess strong leadership skills, this is the perfect opportunity for you to thrive and make a meaningful impact in the flexible living sector.

Qualifications

• Proven experience in customer support and team leadership.
• Strong organizational skills and detail orientation.

Responsibilities

• Train new team members on platform usage and sales.
• Monitor customer support performance and reply times.
• Generate weekly reports on customer support activities.

Skills

Customer Support Experience

Team Leadership

Sales Experience

Proficiency in English

Organization Skills

Self-motivation

Education

Bachelor's Degree

Tools

MS Office

CRM Software

Job description

Cove started with renting coliving spaces. Now we’ve expanded to more than just coliving spaces, providing flexibility for comfortable and enjoyable long term or short term stays in our beautiful properties. With over 6000 rooms across Singapore and Indonesia, we’re living our mission and growing our homes in South Korea and Japan.

Believing in the power of a team, we aim to build the leading tech flexible living platform in Asia Pacific, providing high quality and community-centric accommodations. Here we also encourage authenticity and fun to fully embrace being human in a driven and result focused environment to make things happen and ensure the dream becomes a reality.

With an office located in the bustling Blok M area, our Jakarta office is easily accessible by public transport and surrounded by a wide array of trendy eateries, creating an ideal environment for work-life balance and convenience.

Come enjoy the journey with us and become a Cove Superstar!

Job Title: Customer Support Lead

Location: Jakarta

Reports To: Sales Manager

What you'll be doing:

• Training new team member on selling and platform usage
• Monitoring Pre Sales and Post Sales Customer Support’s performance
• Monitoring all Customer Support team’s reply time and messages handled
• Monitoring all Customer Support team’s language in handling all inquiries
• Creating and managing Customer Support team’s shift schedule
• Answering and following up lead and tenant’s inquiries for booking, renewal, and other tenancy matters
• Helping Customer Support team to solve issues in lead and tenant inquiries
• Generating Customer Support weekly report
• Reporting Customer Support team’s performance
• Raising and escalating issues in Customer Support team to the relevant team/party

Key Deliverables:

• Improvement and maintenance in Customer Support team performance
• Improvement and maintenance in Customer Support reply time
• Maintenance of booking and administrative compliance

What makes you a great fit:

• Proven experience as a Customer Support
• Proven experience as a team leader
• Preferably sales experience
• Proficiency in English
• Excellent knowledge of MS Office
• Hands-on experience with CRM software is a plus
• Fast learner and passion for sales
• Self-motivated with a results-driven approach
• Bachelor degree
• High level of organization and detail orientation
• Leadership capability
• Strong work ethic and willingness to take initiative