Fintech Customer Support Team Lead (24/7 Shift)

TP; Surakarta; On-site; IDR 72,000,000 - 108,000,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Team leadership

Inbound calls

Email support

KPI monitoring

Coaching staff

Shift readiness

Job description

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.