English Customer Support Team Lead - Surakarta

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

Job summary

Teleperformance seeks a results-oriented leader to guide a Customer Support team at Solo Grand Mall, Surakarta. Drive performance, coach staff, and ensure service levels while coordinating with management.

The role requires excellent English communication via email and inbound calls, willingness to shift, and at least 6 months in a similar role. You will monitor KPI, address customer issues, and promote a customer-first culture.

Qualifications

• Handle English-speaking customers via email and inbound calls.
• Willing to work in a shifting schedule.
• At least 6 months of experience in the same role.
• Monitor service quality and KPI achievement.
• Respond promptly to customer complaints.

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 management members 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

Leadership

Customer service

Team management

Coaching

Communication

Job description

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)

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

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