Customer Service Manager

PT CAR SOME CERTIFIED INDONESIA; Jakarta Utara; On-site; IDR 446,400,000 - 725,400,000; Full time

Job summary

CARSOME is seeking a results-driven Customer Service Manager to lead our service team in Jakarta, overseeing outbound calling, lead distribution, and data-driven improvements. The role emphasizes strong leadership and data-driven decision making in a high-volume environment.

Ideal candidates will have extensive experience with outbound calls, lead management, and team coaching, preferably within financial services, fintech, or automotive sectors.

Qualifications

• Bachelor’s degree in a related field.
• 6+ years in customer service, contact center, or outbound roles.
• 3+ years in a managerial/supervisory role.

Responsibilities

• Lead and develop the Customer Service team to hit targets.
• Manage large volumes of customer leads and ensure proper allocation.
• Develop outbound calling strategies to maximize engagement and conversions.
• Monitor KPIs and provide performance feedback.
• Coach agents to improve communication and conversion skills.
• Collaborate with other teams to optimize lead management.

Skills

Outbound calling

Lead management

Team leadership

Data analysis

Excel/Sheets

Education

Bachelor’s degree in Business Administration / Management / Communications

Tools

CRM platforms

Microsoft Excel

Google Sheets

Job description

CARSOME is Southeast Asia's leading integrated used car e-commerce platform, providing end-to-end solutions for car sourcing, buying and selling. Our mission is to enhance trust and transparency in the automotive industry.

Role Summary

We are looking for a results-driven Customer Service Manager to lead our Customer Service team and drive customer engagement through effective outbound calling, lead management, and customer data utilization.

This role will be responsible for managing a high-volume customer database, ensuring leads are properly allocated to CS agents, monitoring outbound calling activities, and driving team performance toward customer engagement, appointment, and conversion targets.

The ideal candidate has strong experience in outbound call operations, customer data management, and team leadership. Experience in the banking, insurance, financial services, fintech, or other high-volume customer-facing industries is highly preferred.

Key Responsibilities

Lead, manage, and develop the Customer Service team to achieve operational, productivity, and conversion targets.

Manage and optimize a large volume of customer/lead databases and ensure timely and accurate distribution to CS agents.

Develop and implement effective outbound calling strategies to maximize customer reach, engagement, follow-up, and conversion.

Monitor daily outbound calling activities, including call volume, contact rate, follow-up rate, appointment booking, conversion, and other relevant KPIs.

Ensure leads are properly prioritized, assigned, followed up, and updated throughout the customer journey.

Analyze customer and calling data to identify opportunities to improve lead quality, agent productivity, and conversion performance.

Establish and monitor individual and team KPIs, providing regular performance reviews and actionable feedback.

Coach and develop CS agents to improve their communication, objection handling, customer engagement, and conversion skills.

Work closely with other relevant teams to optimize lead management and customer conversion processes.

Ensure customer interactions are handled professionally and consistently in line with company service standards.

Prepare regular performance reports and provide data-driven insights to management.

Identify operational gaps and implement process improvements to increase team efficiency and customer experience.

Ensure customer data is handled accurately, securely, and in accordance with company policies and applicable regulations.

Requirements

Bachelor’s degree in Business Administration, Management, Communications, or a related field.

Minimum 6 years of experience in Customer Service, Contact Center, Telemarketing, Outbound Calling, Sales Support, or related functions, with at least 3 years in a managerial/supervisory role.

Proven experience managing a team of CS/outbound agents in a high-volume, target-driven environment.

Strong experience in outbound calling and lead/customer database management.

Experience handling and distributing large volumes of customer data/leads to frontline teams.

Strong understanding of customer lifecycle, lead follow-up, appointment setting, and conversion processes.

Strong analytical skills with the ability to interpret customer and operational data and translate insights into action.

Excellent leadership, coaching, communication, and stakeholder management skills.

Proficient in Microsoft Excel/Google Sheets and familiar with CRM, contact center, or customer management platforms.

Experience in banking, insurance, fintech, financial services, automotive, or other high-volume customer-facing industries is highly preferred.

Comfortable working with targets, performance metrics, and fast-paced operational environments.

Strong problem-solving skills, attention to detail, and a customer-centric mindset.