Guest Experience Ambassador

Thamrin Group; Palembang; Hybrid; IDR 78,120,000 - 133,920,000; Full time

Job summary

Thamrin Group in Palembang, South Sumatra, Indonesia, is seeking a Customer Service Lead to guide a team on the shop floor and assist with remote administrative tasks. The role focuses on delivering exceptional customer care, improving satisfaction, and maintaining service quality in a dynamic retail environment.

The ideal candidate will demonstrate strong communication, leadership, and problem-solving skills, with a commitment to fostering customer loyalty and brand reputation in Palembang.

Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Set performance standards and monitor team performance to ensure high-quality service delivery.
• Handle complex customer issues and escalations, ensuring timely and satisfactory resolutions.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Ensure adherence to company policies and service level agreements (SLAs).

Job description

About the Role Our client is seeking a dedicated and experienced Customer Service Lead to join their team in Palembang, South Sumatra, ID . This role is crucial for ensuring customers receive outstanding support and their inquiries are resolved efficiently and effectively. The Customer Service Lead will guide a team of service representatives, set high standards for customer interaction, and contribute to improving overall customer satisfaction. The ideal candidate will possess exceptional communication skills, a problem-solving mindset, and a passion for delivering a superior customer experience. This role requires a strong presence on the floor to lead by example and provide direct support, but may also involve some remote administrative tasks. We are looking for a natural leader who can motivate a team and uphold the company’s commitment to excellent customer care within the dynamic retail environment of Palembang. This position is key to fostering customer loyalty and enhancing brand reputation.

Key Responsibilities

• Lead, train, and mentor a team of customer service representatives.
• Set performance standards and monitor team performance to ensure high-quality service delivery.
• Handle complex customer issues and escalations, ensuring timely and satisfactory resolutions.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Analyze customer feedback and service data to identify trends and areas for improvement.
• Ensure adherence to company policies and service level agreements (SLAs).
• Collaborate with