Customer Service Team Lead: Performance & Coaching

PT Kreatifitas Sinergisme Teknoindo (KST); Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

PT Kreatifitas Sinergisme Teknoindo (KST) is seeking a CS Team Leader to own people performance for the CS team, ensuring alignment between client requirements, employee development, and KST standards.

You will monitor daily performance, coach, conduct 1-on-1s, manage probation, and collaborate with the client to translate feedback into actionable improvements. A Diploma/Bachelor’s and 2–3 years CS leadership are required, with strong English skills.

Qualifications

• Diploma or Bachelor's degree in any field.
• 2–3 years of experience in Team Leader CS, Supervisor CS, or similar role (MUST).
• Able to communicate effectively in English with clients (MUST).
• Experience managing or coordinating a team is preferred.
• Strong communication and interpersonal skills.
• Proactive, detail-oriented, and strong sense of ownership.
• Able to manage performance and provide constructive feedback.
• Comfortable working with targets, KPIs, and performance data.

Responsibilities

• Act as the primary CS team representative for performance, development, and adherence to KST standards.
• Monitor CS daily performance, productivity, quality, attendance, and discipline.
• Conduct regular 1-on-1 and performance check-ins with CS team members.
• Maintain performance records and provide data-based updates to management.
• Translate client feedback into actionable actions for the CS team.
• Lead probation and new employee management with clear success criteria.
• Support recruitment and selection with CS-specific insights.
• Develop and sustain SOPs, checklists, and guidelines with the client.
• Provide monthly, data-driven reporting on headcount, productivity, quality, and client feedback.

Skills

Team Leadership

Communication

Performance Management

Data-driven

Ownership

KPIs

Problem Solving

Education

Diploma/Bachelor's degree

Job description

PT Kreatifitas Sinergisme Teknoindo (KST) is seeking a CS Team Leader to own people performance for the CS team, ensuring alignment between client requirements, employee development, and KST standards.

You will monitor daily performance, coach, conduct 1-on-1s, manage probation, and collaborate with the client to translate feedback into actionable improvements. A Diploma/Bachelor’s and 2–3 years CS leadership are required, with strong English skills.