Customer Service Team Leader

PT. Bangkit Lakuliner Indonesia; Jakarta Selatan; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

PT. Bangkit Lakuliner Indonesia is seeking a proactive Customer Service Team Lead to manage inquiries and complaints across social media channels from our Jakarta office.

You will coach and supervise the team, ensure service quality and timely responses, handle escalations, and turn customer feedback into actionable insights to improve operations.

Qualifications

• Minimum 3–5 years in customer service with at least 1 year in a supervisory role.
• Diploma or Bachelor’s degree in Communication, Literature, or a related field.
• Excellent in English communication skills (written & verbal) with strong attention to detail.

Responsibilities

• Lead and supervise the Customer Service team across inquiries and complaints on social media.
• Ensure service quality, response time, and consistent brand representation.
• Coaching, mentoring, and evaluating team performance.
• Manage complex escalations and coordinate with relevant stakeholders for resolution.
• Compile customer feedback and prepare regular reports with actionable insights.

Skills

Customer service leadership

Team supervision

English communication

Social media management

Coaching

Mentoring

Reporting

Education

Diploma in Communication

Bachelor’s in Communication/Literature

Tools

Zendesk

Job description

Lead and supervise the Customer Service team in handling inquiries and complaints across social media channels

Ensure service quality, response time, and consistent brand representation

Coaching, mentoring, and evaluating team performance

Manage complex escalations and coordinate with relevant stakeholders for resolution

Compile customer feedback and prepare regular reports with actionable insights

Requirements

Minimum 3–5 years of experience in customer service (preferably Retail/F&B/Hospitality), with at least 1 year in a supervisory / team leader role

Diploma or Bachelor’s degree in Communication, Literature, or a related field

Excellent in English communication skills (written & verbal) with strong attention to detail

Proficient in social media platforms and customer service tools (e.g., Zendesk)

Strong leadership, problem-solving, and reporting skills; willing to work shifts