Customer Service Team Lead - KPI-Driven Coach

PT. Bumame Cahaya Medika; Kota Yogyakarta; On-site; IDR 78,120,000 - 122,760,000; Full time

Job summary

PT. Bumame Cahaya Medika in Yogyakarta is seeking a capable Team Leader to manage the Customer Service team in daily operations. You will lead, supervise, and support staff to meet targets and deliver excellent service.

You will monitor KPIs, handle escalations, coach staff, and ensure adherence to SOPs while adapting to workflow changes. The role requires strong leadership, communication, and a customer‑centric mindset, with willingness to work in shifts.

Qualifications

• Bachelor's degree in any major.
• Minimum 1 year of experience as a Team Leader or in a supervisory role.
• Experience in telesales is highly preferred.
• Strong leadership and communication skills.
• Customer service oriented with excellent problem-solving abilities.
• Fast response and able to multitask in a dynamic environment.
• Proficient in Microsoft Office.
• Able to work in shifts.
• Flexible and adaptable to changes in workflows and SOPs.
• Accustomed to working with KPIs.
• Willing to be placed at Bumame Yogyakarta.

Responsibilities

• Lead, supervise, and support the Customer Service team in daily operations.
• Monitor team performance and ensure KPIs are achieved.
• Handle customer escalations and provide appropriate resolutions.
• Act as a bridge between management and the Customer Service team.
• Ensure compliance with company policies, procedures, and SOPs.
• Adapt to operational changes and implement new workflows effectively.
• Provide coaching, guidance, and performance feedback to team members.

Skills

Leadership

Communication

Customer service

Problem solving

Multitasking

KPI awareness

Adaptability

Shift work

Education

Bachelor's degree

Tools

Microsoft Office

Job description

PT. Bumame Cahaya Medika in Yogyakarta is seeking a capable Team Leader to manage the Customer Service team in daily operations. You will lead, supervise, and support staff to meet targets and deliver excellent service.

You will monitor KPIs, handle escalations, coach staff, and ensure adherence to SOPs while adapting to workflow changes. The role requires strong leadership, communication, and a customer‑centric mindset, with willingness to work in shifts.