Customer Support Supervisor

Cermati Fintech Group; Jakarta Pusat; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Cermati Fintech Group in Jakarta is seeking a Customer Service Team Leader to oversee and develop the customer support team. You will work with colleagues to deliver high-quality service and timely responses.

The role requires at least 1 year of team leadership experience, strong communication and analytical skills, and a willingness to work on shift schedules across departments. Join a dynamic team in a fast-growing fintech environment with opportunities to impact customer satisfaction and

Qualifications

• Diploma or Bachelor's degree in any field.
• At least 1 year of experience in team management (Team Leader / Supervisor CS).
• Have knowledge of customer handling & analytical skills.
• Willing to work with shift schedule.
• Strong leadership & motivation skills.
• Interpersonal skills and ability to cooperate with other departments.

Responsibilities

• Able to work with the team, motivate and help develop team members.
• Directly responsible for customer support staff development.
• Ensure all customer service activities meet procedures and customer satisfaction.
• Monitor timely resolution of complaints/requests per deadlines.
• Lead and develop agents to meet performance, quality, and customer satisfaction.

Skills

Leadership

People management

Customer service

Analytical skills

Communication

Education

Diploma or Bachelor's degree

Job description

Job Description

• Able to work with the team, motivate and help develop team members
• Directly responsible for customer support staff development
• Ensure that all customer service activities ex. receiving every question, request complaint and customer problem are carried out in accordance with the procedures, and good service procedures in order to meet customer satisfaction
• Monitor the resolution of customer complaint/request are resolved in a timely manner according to the agreed deadline
• Manages and develops a team of assigned agents to meet and exceed performance, quality, customer satisfaction, by providing them guidance and support

Qualifications

• Candidate must possess at least a Diploma, Bachelor's Degree, any field
• Having experience min 1 year managing team (Preferably Team Leader / Supervisor specializing in Customer Service)
• Have knowledge of customer handling & analytical skills
• Willing to work with Shift Schedule
• Have good leadership skills & motivation skills
• Have interpersonal skills as well as the willingness and ability to cooperate with people from other departments