Guest Experience Lead - Customer Service Champion

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

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.