Customer Support Team Lead Fintech - 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 24/7 rotated team, handling email and inbound calls from English-speaking customers, ensuring service levels and KPI delivery.

You will coach staff, develop policies with management, address customer issues, and monitor performance metrics; readiness to join at SOLO GRAND MALL, Surakarta. The role offers growth, global exposure, and a people-first culture.

Qualifications

• Handling English-speaking customers through email and inbound calls.
• Willing to work in a shifting schedule.
• Has at least 6 months of experience in the same role.
• Coordinate project delivery, monitor service quality and KPI achievement.
• Respond rapidly to customer complaints and manage escalations.
• Organize performance coaching and staff turnover control.

Responsibilities

• 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

Skills

Team leadership

Customer service

KPI monitoring

Coaching staff

Conflict management

English communication

Job description

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.