Customer Care Team Lead

Honest; Daerah Khusus Ibukota Jakarta; On-site; IDR 200,000,000 - 300,000,000; Full time

Job summary

An established industry player is seeking a dynamic leader for their Customer Care Operations. This role involves overseeing a dedicated team, ensuring exceptional service delivery around the clock, and fostering a positive work environment. You'll be responsible for coaching team members, resolving operational issues, and generating insights from customer feedback to drive continuous improvement. If you're passionate about customer service and have a knack for leadership, this opportunity is perfect for you!

Qualifications

• Extensive experience in managing 24/7 Contact Center operations.
• Strong leadership and critical thinking skills are essential.

Responsibilities

• Supervise Customer Care Specialists and ensure 24/7 operations meet standards.
• Develop action plans for performance improvement and issue resolution.

Skills

Customer-oriented

Leadership skills

Critical thinking

Communication skills

Attention to detail

Self-driven

Job description

Role & Responsibilities

1. Responsible for Honest Care Operation end to end monitoring including supervision of a group of Customer Care Specialists, ensuring the 24/7 operation works in accordance with company standards.
2. Provide regular (weekly & monthly) coaching and counseling to all team members to discuss performance progress and ensure all team members achieve their performance targets.
3. Review and identify performance & operation-related issues regularly (daily, weekly, monthly), develop an action plan for improvement, and implement corrective action.
4. Responsible for all issue escalations and proactive follow-ups with relevant stakeholders to ensure all issues are resolved within the SLA.
5. Organize schedules & shift patterns based on operational needs.
6. Ensure a safe and harmonious working environment for all Customer Care Team members and be a role model in embracing Honest Values for the team.
7. Generate insights based on the customer's voice and develop action plans accordingly.
8. Develop and maintain a knowledge base and/or FAQ updated with the latest product and promotional information, and communicate any changes to the team to ensure all members are aware and updated.

Qualifications

1. Customer-oriented
2. Strong leadership & critical thinking skills
3. Ability to communicate at all levels
4. Extensive experience in managing 24/7 Contact Center operations
5. Self-driven & full of initiative
6. High level of attention to detail