Customer Support Team Lead, 24/7 Fintech Ops (Surakarta)

ROUXEL TP; Surakarta; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Teleperformance in Surakarta seeks a Team Lead Customer Service Fintech to inspire and manage a busy Customer Support team handling English-speaking customers via email and inbound calls.

This on-site role requires a 24/7 rotating shift, a proactive approach to coach staff, drive KPI performance, resolve issues quickly, and ensure service quality. The role is located at Solo Grand Mall, Surakarta, with immediate availability.

Qualifications

• Handle English-speaking customers via email andInbound calls
• Willing to work in a shifting schedule
• Has at least 6 months experience in the same role
• Coordinate project delivery, monitor service quality and KPI
• Highly attentive to customer complaints and able to handle unexpected situations
• Organize performance coaching for staff and control turnover
• Willing to work at Solo Grand Mall, Surakarta
• Clear Credit Score (Max KOL 1)
• Can join immediately

Responsibilities

• Oversee customer service and ensure customer expectations are met
• Problem solving: identify issues and develop solutions
• Team management: coach and provide feedback to the team
• Policy development: work with management to create procedures
• Handle customer queries and escalated issues
• Analyze customer feedback and performance metrics

Skills

Team leadership

Coaching

KPI monitoring

Customer service

Shift work

Job description

Teleperformance in Surakarta seeks a Team Lead Customer Service Fintech to inspire and manage a busy Customer Support team handling English-speaking customers via email and inbound calls.

This on-site role requires a 24/7 rotating shift, a proactive approach to coach staff, drive KPI performance, resolve issues quickly, and ensure service quality. The role is located at Solo Grand Mall, Surakarta, with immediate availability.