Customer Service Team Lead - Growth, Training & Bonus

Petmart Pte Ltd

Martapura

On-site

IDR 120,000,000 - 240,000,000

Full time

4 days ago

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Benefits offered by this job

Competitive salary

Leadership bonus opportunities

Paid training and development programs

Career advancement opportunities

Collaborative team atmosphere

Job summary

Our client in Banjarmasin, South Kalimantan is seeking an experienced Customer Service Team Lead to guide and manage the support team. The role focuses on daily operations, mentoring colleagues, and upholding the highest standards of customer care.

You will drive performance, implement best practices, and provide escalation guidance, reporting on metrics, and developing processes to improve efficiency and customer satisfaction while maintaining a positive work environment.

Qualifications

Bachelor's degree in Business Administration or related field.
3+ years in customer service with at least 1 year in leadership.
Proven ability to lead and motivate a team.
Strong communication and problem-solving skills.
Proficiency in CRM software and customer service tools.

Responsibilities

Lead, train, and motivate a team of customer service representatives.
Monitor team performance, set goals, and conduct performance reviews.
Handle escalated customer issues and provide guidance to the team on resolution strategies.
Ensure adherence to company policies and customer service standards.
Develop and implement process improvements to enhance efficiency and customer satisfaction.
Generate reports on team performance, customer feedback, and operational metrics.