Customer Support Team Lead Fintech - Surakarta

TP; Surakarta; Sur place; IDR 72 000 000 - 108 000 000; Plein temps

Résumé du poste

Teleperformance in Surakarta is seeking a Team Lead Customer Service for the Fintech project. The role involves leading a Customer Support team, handling English-speaking customers via email and inbound calls, and coordinating 24/7 rotational shifts at Solo Grand Mall, Surakarta.

You will monitor KPI, coach staff, and ensure high service quality while addressing customer complaints and escalating issues when needed. Immediate joining is preferred.

Qualifications

• Minimum 6 months experience in the same role.
• Experience handling English-speaking customers via email and inbound calls.
• Willing to work in a rotating/shift schedule.
• Strong ability to cooperate with project delivery and monitor team service quality.
• Highly sensitive to customer complaints and able to handle unexpected situations.
• Good at coaching staff performance and controlling turnover.

Responsabilités

• Customer service: Meet or exceed customer expectations.
• Problem solving: Identify issues and develop solutions.
• Team management: Coach, provide feedback, and ensure teamwork.
• Policy development: Collaborate to create and implement procedures.
• Customer issues: Handle queries and escalated issues.
• Customer feedback: Analyze feedback and metrics.

Connaissances

Team leadership

Inbound calls

Email support

KPI monitoring

Coaching staff

Shift readiness

Description du poste

Team Lead Customer Service Fintech

Project: Customer Support

Location: Surakarta

24/7 rotational shift

Language: Bahasa

Teleperformance is looking for leaders ready to inspire, drive performance, and lead a Customer Support team to success!

Requirements:

• Handling English-speaking customers through email and inbound calls
• Willing to work in a shifting schedule
• Has experience in the same role for at least 6 months
• Cooperate with the implementation of project delivery, monitor team service quality and efficiency, and promote the achievement of KPI.
• Highly sensitive to customer complaints, able to anticipate and properly handle unexpected situations
• Good at organizing performance coaching for staff in the team, implementing performance to excellence, and controlling staff turnover.
• Willing to work at SOLO GRAND MALL, SURAKARTA
• Clear Credit Score (Maximum KOL 1)
• Can join immediately

Job descriptions:

• Customer service: Ensure that customers' expectations are met or exceeded
• Problem solving: Identify customer issues and develop solutions
• Team management: Oversee the team, provide coaching and feedback, and ensure the team is working well together
• Policy development: Work with other members of the management team to create and implement policies and procedures
• Customer issues: Handle customer queries and grievances, and resolve escalated issues
• Customer feedback: Analyze customer feedback and performance metrics

Why You’ll Love It Here?

Be Proud — Lead a team and build a career worth flexing.

Be Global — Manage overseas clients.

Be TP — Join a company that celebrates leadership, growth, and a people-first culture.