Customer Service Team Lead | KPI-Driven Coach & Escalations

Bumame; Kota Yogyakarta; On-site; IDR 6,000,000 - 9,000,000; Full time

Job summary

Bumame in Yogyakarta is seeking a Team Leader to guide the Customer Service team in daily operations, ensuring high-quality service and KPI achievement. You will drive performance and coach staff to meet standards.

The role requires a Bachelor's degree, one year in a supervisory role, and strong leadership, communication, and problem-solving skills. You will manage shifts and adapt to new workflows while upholding policies.

Qualifications

• Bachelor's degree in any major is required.
• Minimum 1 year of experience as Team Leader or supervisor.
• Experience in telesales is highly preferred.
• Strong leadership and communication skills.
• Customer service-oriented with problem-solving abilities.
• Able to multitask in a dynamic environment.
• Willing to be placed at Bumame Yogyakarta.
• Able to work in shifts.

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

Microsoft Office

Shift work

KPIs

Education

Bachelor's degree (S1) in any major

Tools

Microsoft Office

Job description

Bumame in Yogyakarta is seeking a Team Leader to guide the Customer Service team in daily operations, ensuring high-quality service and KPI achievement. You will drive performance and coach staff to meet standards.

The role requires a Bachelor's degree, one year in a supervisory role, and strong leadership, communication, and problem-solving skills. You will manage shifts and adapt to new workflows while upholding policies.