Customer Service Team Leader(Yogyakarta)

Travelio; Sleman; On-site; IDR 89,280,000 - 167,400,000; Full time

Job summary

Travelio is seeking a Customer Service Manager to lead a busy contact center in Indonesia. You will oversee a team of over 10 staff, drive service excellence, monitor performance, coach agents, and ensure KPI attainment across channels.

You will monitor daily CS activity, identify opportunities for improvement, and provide reporting to management. English fluency and Zendesk familiarity are a plus; willingness to work shifting hours and holidays is required.

Qualifications

• Minimum Bachelor Degree (S1) from any major.
• Familiar with Customer Service KPI.
• Excellent communication skills in both written and spoken.
• Familiar with call center software and analytics tools.
• Willing to work in shifting time and public holiday.
• Fluent in English and Zendesk System is plus point.
• Able to handle a large team (more than 10 members).
• Able to supervise & monitoring different tasks.

Responsibilities

• Managing staff performance, including conducting perfomance evaluations and providing feedback and coaching.
• Monitoring daily customer service activity and identify opportunities for improvement and resolve problems in customer service.
• Provide reporting and analytical information (Especially Case) to Manager.

Skills

Communication

Staff supervision

Coaching

Education

Bachelor Degree

Tools

Call center software

Analytics tools

Zendesk

Job description

Responsibilities

• Managing staff performance, including conducting perfomance evaluations and providing feedback and coaching
• Monitoring daily customer service activity and identify opportunities for improvement and resolve problems in customer service
• Provide reporting and analytical information (Especially Case) to Manager

Requirements :

• Minimum Bachelor Degree ( S1) from any major
• Familiar with Customer Service KPI
• Excellent communication skills in both written and spoken
• Familiar with call center software and analytics tools
• Willing to work in shifting time and public holiday
• Fleunt in English and Zendesk System is plus point
• Able handle large team ( more than 10 member)
• Able to supervise & monitoring different task