Customer Service Team Leader

PT Catur Mitra Sejati Sentosa ( Mitra10 ); Cirebon; On-site; IDR 111,600,000 - 178,560,000; Full time

Benefits offered by this job

Competitive salary

Career progression

Supportive environment

Ongoing training

Work-life balance

Meaningful impact

Wellness programmes

Job summary

PT Catur Mitra Sejati Sentosa, trading as Mitra10, seeks an experienced Customer Service Team Leader to guide a growing team in Cirebon, Jawa Barat. This full-time role focuses on delivering exceptional service, coaching staff, and driving metrics to improve customer satisfaction and operational excellence.

You will monitor performance, provide training, manage escalations, and collaborate with other departments to enhance the customer journey and support business growth.

Qualifications

• Experience as a Customer Service Team Leader or supervisor in a call centre or customer service environment.
• Ability to lead, motivate and develop team members with strong interpersonal and communication skills.
• Strong understanding of customer service principles and best practices.
• Excellent organisational and time management abilities; ability to manage multiple priorities.
• Proficiency with customer service software, CRM systems and MS Office applications.
• Sound knowledge of performance metrics and data analysis in customer service operations.
• Problem-solving mindset for handling challenging situations calmly and professionally.
• Fluency in Indonesian and English.
• Relevant qualifications or certifications in customer service management or team leadership are advantageous but not essential.

Responsibilities

• Lead, motivate and manage a team of customer service representatives, setting clear performance expectations and goals.
• Monitor and evaluate team performance metrics, including call handling times, customer satisfaction scores and first contact resolution rates.
• Provide coaching, training and development opportunities to team members to enhance their skills and drive career progression.
• Ensure adherence to company policies, procedures and quality standards across all customer interactions.
• Handle escalated customer issues and complaints, working to resolve them professionally and promptly.
• Maintain accurate records and reports on team performance, customer feedback and operational metrics.
• Collaborate with other departments to improve processes and enhance the overall customer experience.
• Participate in recruitment and onboarding of new team members as required.
• Support the implementation of new systems, tools and initiatives to improve service delivery.
• Foster a positive team culture that prioritises customer satisfaction, teamwork and continuous improvement.

Skills

Team leadership

Communication

Customer service

Time management

CRM software

Data analysis

Problem solving

Customer focus

Indonesian/English bilingual

Tools

CRM systems

Microsoft Office

Job description

About us

PT Catur Mitra Sejati Sentosa, trading as Mitra10, is a dynamic and growing organisation committed to delivering exceptional customer service and support. We pride ourselves on building strong relationships with our customers through dedicated service excellence and innovative solutions. Our team is passionate about creating positive experiences and driving business growth through outstanding customer engagement.

About the role

We are seeking an experienced and motivated Customer Service Team Leader to join our growing team in Cirebon, Jawa Barat. This is a full‑time position that offers a fantastic opportunity to lead, develop and inspire a customer service team whilst driving operational excellence and customer satisfaction. As Team Leader, you will play a pivotal role in ensuring our customers receive consistently high-quality service and support. You will be responsible for managing team performance, coaching staff members and implementing best practices to enhance our customer service delivery. This position is integral to achieving our business objectives and maintaining our reputation for service excellence.

Key responsibilities

• Lead, motivate and manage a team of customer service representatives, setting clear performance expectations and goals
• Monitor and evaluate team performance metrics, including call handling times, customer satisfaction scores and first contact resolution rates
• Provide coaching, training and development opportunities to team members to enhance their skills and drive career progression
• Ensure adherence to company policies, procedures and quality standards across all customer interactions
• Handle escalated customer issues and complaints, working to resolve them professionally and promptly
• Maintain accurate records and reports on team performance, customer feedback and operational metrics
• Collaborate with other departments to improve processes and enhance the overall customer experience
• Participate in recruitment and onboarding of new team members as required
• Support the implementation of new systems, tools and initiatives to improve service delivery
• Foster a positive team culture that prioritises customer satisfaction, teamwork and continuous improvement

What we’re looking for

• Proven experience as a Customer Service Team Leader or in a similar supervisory role within a call centre or customer service environment
• Demonstrated ability to lead, motivate and develop team members, with strong interpersonal and communication skills
• Strong understanding of customer service principles and best practices
• Excellent organisational and time management abilities, with the capacity to manage multiple priorities effectively
• Proficiency in customer service software, CRM systems and Microsoft Office applications
• Sound knowledge of performance metrics and data analysis relevant to customer service operations
• Problem-solving mindset with the ability to handle challenging situations calmly and professionally
• High level of customer service orientation and commitment to achieving service excellence
• Fluency in Indonesian and English, with strong written and verbal communication skills
• Relevant qualifications or certifications in customer service management or team leadership are advantageous but not essential

What we offer

• A competitive salary and benefits package commensurate with experience and qualifications
• Opportunities for professional development and career progression within the organisation
• A supportive and collaborative working environment that values teamwork and innovation
• Ongoing training and development programmes to enhance your skills and knowledge
• Work‑life balance initiatives and flexible working arrangements where possible
• A chance to make a meaningful impact on our customers' experience and our business success
• Access to employee wellness programmes and support services