Customer Service Team Lead - Digital CX & Improvement

Avery Dennison; Bekasi; On-site; IDR 200,880,000 - 357,120,000; Full time

Benefits offered by this job

Equal opportunities employer

Job summary

Avery Dennison in Indonesia is seeking a Customer Service Team Leader to supervise day-to-day operations and drive process improvements through digitisation initiatives. You will lead a skilled team, coach staff, and ensure high service levels across customer inquiries, order management, and cross-functional collaboration.

Responsibilities include mentoring frontline representatives, optimizing workflows, tracking KPIs, and maintaining strong customer relationships while upholding Avery

Qualifications

• Diploma or Bachelor's Degree in any related fields.
• 10+ years experience in B2B customer service in multinational companies.
• Experience in leading a team is a must.
• Excellent verbal and written communication in English.

Responsibilities

• Lead & direct a team: set daily priorities, delegate tasks, ensure compliance and collaboration.
• Mentor front-line staff, conduct regular feedback, and create growth paths to boost retention.
• Monitor and evaluate team performance, adjust training as needed.
• Oversee training and development, allocate personnel, and ensure policy consistency.
• Coordinate daily team activities including attendance, schedule, and development.
• Support Sales to achieve goals by handling admin tasks and customer inquiries.
• Ensure effective order management and rapid information to customers.
• Evaluate customer service processes and drive cross-department collaboration.

Skills

Leadership

Communication

Coaching

Team development

Process improvement

Customer service

English

Education

Bachelor's degree

Diploma

Tools

MS Office

Job description

Avery Dennison in Indonesia is seeking a Customer Service Team Leader to supervise day-to-day operations and drive process improvements through digitisation initiatives. You will lead a skilled team, coach staff, and ensure high service levels across customer inquiries, order management, and cross-functional collaboration.

Responsibilities include mentoring frontline representatives, optimizing workflows, tracking KPIs, and maintaining strong customer relationships while upholding Avery