Customer Services Team Leader

Sei Indonesia; Jakarta Pusat; On-site; IDR 133,920,000 - 267,840,000; Full time

Job summary

Sei Indonesia is seeking a Customer Service Supervisor to lead a team across inquiries and complaints on social media. You will ensure service quality, prompt responses, and consistent brand representation while coaching staff for continuous improvement.

Ideal candidates bring 2–3 years in customer service, 1 year in supervision, and strong English communication. This role requires leadership, analytics, and willingness to work shifts in Jakarta.

Qualifications

• 2–3 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.
• Good 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 brand consistency.
• Coach, mentor, and evaluate team performance.
• Handle complex escalations and coordinate with stakeholders for resolution.
• Compile customer feedback and prepare reports with actionable insights.

Skills

Customer service

Leadership

Communication

Problem-solving

Reporting

Education

Diploma or Bachelor’s in Communication or related field

Tools

Zendesk

Job description

Key Responsibilities

• 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
• Coach, mentor, and evaluate team performance
• Manage complex escalations and coordinate with relevant stakeholders for resolution
• Compile customer feedback and prepare regular reports with actionable insights

Required Qualifications

• Minimum 2–3 years of experience in customer service (preferably Retail/F&B/Hospitality), with at least 1 year in a supervisory role
• Diploma or Bachelor’s degree in Communication, Literature, or a related field
• Good 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