Fintech Customer Support Team Lead — 24/7, 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

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.