Customer Service & Telemarketing Supervisor (Mandarin Speaker)

PT Kreditku Teknologi Indonesia; Jakarta Barat; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

PT Kreditku Teknologi Indonesia is seeking a Call Center Supervisor (Mandarin Speaker) to lead two teams—Customer Service and Telemarketing—and report to the Head Quarter in China and C‑Level executives. The role emphasizes strategic communication and operational decisions to hit targets.

Requirements include fluent Mandarin, a Bachelor's degree, 2–4 years in related fields with supervisory experience, and Fintech exposure is preferred.

Qualifications

• Fluent in Mandarin (spoken and written) to communicate with management in China.
• Bachelor's degree in Business Administration, Management, Communication, or a related field.
• Minimum 2–4 years in Telemarketing, Customer Service, or Contact Center ops with at least 2 years in a supervisory/managerial role.
• Proven experience leading Team Leaders across multiple functions or teams.
• Fintech/Financial Services/P2P Lending industry experience preferred.
• Strong leadership, strategic planning, decision-making, and people management skills.
• Experience setting targets, monitoring KPIs, and evaluating team performance.
• Familiar with SOP development, escalations, and improving operational processes.

Responsibilities

• Lead Telemarketing and Customer Service operations through their Team Leaders to achieve targets and objectives.
• Set team targets, develop operational strategies, and monitor performance based on KPIs.
• Evaluate Team Leaders' performance and ensure productivity and service quality.
• Develop and implement SOPs, guidelines, call scripts, and service standards.
• Oversee customer escalations and ensure timely resolution of critical complaints.
• Prepare and present regular performance reports and improvement plans to management.
• Collaborate with Product, Technology, Risk, Compliance, and Legal to improve efficiency and customer experience.
• Provide regular performance reports to management in China and coordinate on business matters.

Skills

Mandarin fluency

Leadership

KPI development

SOP development

Education

Bachelor's degree in Business Administration, Management, or related field

Job description

Call Center Supervisor - Mandarin Speaker

As a Call Center Supervisor (Mandarin Speaker), you will lead two teams, Customer Service and Telemarketing. This position reports directly to the Head Quarter in China and C-Level executives, giving you direct involvement in strategic communication and operational decision-making

Requirements:

Fluent in Mandarin (spoken and written) to communicate and report directly to management in China.

Bachelor's degree in Business Administration, Management, Communication, or a related field.

Minimum 2-4 years of experience in Telemarketing, Customer Service, or Contact Center operations, with at least 2 years in a supervisory or managerial position.

Proven experience in leading and managing Team Leaders across multiple functions or teams.

Experience in the Fintech, Financial Services, or P2P Lending industry is highly preferred

Strong leadership, strategic planning, decision-making, and people management skills.

Experienced in setting business targets, monitoring KPIs, and evaluating team performance.

Familiar with developing SOPs, managing customer escalations, and improving operational processes.

Job Description:

Lead and oversee Telemarketing and Customer Service operations through their respective Team Leaders to ensure achievement of business targets and operational objectives.

Set team targets, develop operational strategies, and monitor overall performance based on established KPIs.

Evaluate Team Leaders' performance and ensure effective team management, productivity, and service quality.

Develop and implement SOPs, operational guidelines, call scripts, and service standards.

Oversee customer escalations and ensure timely resolution of critical complaints.

Prepare and present regular performance reports, operational updates and improvement plans to management.

Collaborate with Product, Technology, Risk, Compliance, and Legal teams to improve operational efficiency and customer experience.

Provide regular performance reports and operational updates to management in China, and coordinate on business matters as required.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Pernyataan mana di bawah ini yang paling mendeskripsikan hakmu bekerja di Indonesia?
• Berapa gaji bulanan yang kamu inginkan?
• How many years' experience do you have as a Customer Service Supervisor?
• Kualifikasi mana yang kamu miliki?
• Berapa tahun pengalaman kerjamu di Industri Fintech?
• How many years of Leadership Management experience do you have?
• Do you have KPI Development experience?
• Bahasa apa saja di bawah ini yang fasih kamu gunakan?

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