Customer Service Team Leader and Frontliner Agent

SAMIR; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A customer service firm in Jakarta Utara is urgently hiring a Customer Service Team Leader to guide the team and ensure high-quality service. Candidates should have a Bachelor's degree, strong leadership skills, and over 3 years of experience in customer service. This role focuses on managing complaints and ensuring compliance with regulations. Join a collaborative environment and make an impact!

Qualifications

• 3+ years in Customer Service/Complaint Handling, incl. 1–2 years as Supervisor/Team Leader.
• Knowledge of OJK/AFPI complaint handling regulations is a plus.
• Excellent analytical, problem-solving, and cross-division coordination skills.

Responsibilities

• Lead and supervise the work of Customer Service Agents.
• Ensure complaint handling meets SLA standards.
• Provide recommendations for CRM enhancements to increase efficiency.

Skills

Leadership

Analytical skills

Problem-solving skills

Customer service orientation

Communication in Bahasa Indonesia

Communication in English

Education

Bachelor’s degree

Tools

CRM (Barantum, HubSpot, Salesforce)

Google Workspace tools

Job description

Samir is hiring urgently for two key Customer Service positions: Customer Service Team Leader (Level 2) and Customer Service Frontliner Agent!

As a Team Leader, you’ll be guiding and coaching the customer service team to ensure smooth operations, timely issue resolution, and excellent service delivery. Meanwhile, as a Frontliner Agent, you’ll be the face of our service—handling customer interactions directly, solving concerns, and maintaining top-notch service quality.

Make sure to apply for the role that best fits your skills and experience!

Customer Service Team Leader

Job Description:

1. Lead, guide, and supervise the work of L2 and Complaint Handling Agents.
2. Ensure all complaints are handled in accordance with SLA (OJK, AFPI, and internal).
3. Provide direction, solutions, and decisions for complex escalated cases.
4. Ensure all verification, clarification, and customer communication are carried out according to OJK/AFPI standards and regulations.
5. Review official response letters and clarification documents before submission to OJK/AFPI or customers.
6. Maintain accuracy of data input in CRM and Google tools (Gsheet Summary and Google Drive documentation).
7. Monitor daily complaint status (open, in progress, closed) in Gsheet and CRM.
8. Prepare weekly and monthly reports on the number of complaints, categories, SLA compliance, and resolutions.
9. Provide progress updates to management regarding complaint trends and potential risks.
10. Liaise with cross-functional teams (Legal, Risk, IT, Product, etc.) for timely resolution.
11. Escalate cases to management when strategic decisions are required.
12. Regularly evaluate complaint handling processes to identify areas for improvement.
13. Provide recommendations for system/CRM enhancements or workflow improvements to increase efficiency.

Job Qualifications:

1. Bachelor’s degree in any field.
2. 3+ years in Customer Service/Complaint Handling, incl. 1–2 years as Supervisor/Team Leader.
3. Knowledge of OJK/AFPI complaint handling regulations is a plus.
4. Proficient in CRM (Barantum, HubSpot, Salesforce) and Google Workspace tools.
5. Strong verbal and written communication in Bahasa Indonesia and English.
6. Excellent analytical, problem-solving, and cross-division coordination skills.
7. Proven leadership, coaching, and team management abilities.
8. Able to work under pressure, meet SLA deadlines, and maintain resolution quality.

Customer Service Frontliner Agent

Job Description:

1. Greet and assist walk-in customers professionally, following service standards.
2. Provide accurate information on products, services, promotions, and procedures.
3. Handle inquiries and complaints, escalating to relevant teams when needed.
4. Verify documents, update customer records, and prepare daily reports.
5. Coordinate with internal teams (Sales, Finance, Technical, etc.) to fulfill customer needs.
6. Maintain a tidy, professional front desk and represent the company image.
7. Share feedback to improve service quality and customer experience.
8. Follow SOPs, company policies, and ensure data confidentiality.

Job Qualifications:

1. Bachelor’s degree in any major.
2. 1+ year of experience in Customer Service/Frontliner (Fintech, Banking, or E-commerce preferred).
3. Excellent communication, polite, friendly, and professional appearance.
4. Customer-oriented with strong problem-solving and complaint-handling skills.
5. Proficient in Microsoft Office; CRM knowledge is a plus.
6. Detail-oriented, disciplined, proactive, and a good team player.
7. Strong administrative, reporting, and time-management skills.
8. Willing to work shifts, Saturdays, and be placed in the Kemang office.

Are you ready to be Samiritans?

Let's be part of our collaborative and innovative environment.

We want YOU to make an impact!