Indonesia Customer Support Team Lead Fintech - Surakarta

Rouxel TP; Surakarta; Sur place; IDR 89 280 000 - 133 920 000; Plein temps

Résumé du poste

Teleperformance in Surakarta seeks a Team Lead Customer Service Fintech to inspire and manage a busy Customer Support team handling English-speaking customers via email and inbound calls.

This on-site role requires a 24/7 rotating shift, a proactive approach to coach staff, drive KPI performance, resolve issues quickly, and ensure service quality. The role is located at Solo Grand Mall, Surakarta, with immediate availability.

Qualifications

• Handle English-speaking customers via email andInbound calls
• Willing to work in a shifting schedule
• Has at least 6 months experience in the same role
• Coordinate project delivery, monitor service quality and KPI
• Highly attentive to customer complaints and able to handle unexpected situations
• Organize performance coaching for staff and control turnover
• Willing to work at Solo Grand Mall, Surakarta
• Clear Credit Score (Max KOL 1)
• Can join immediately

Responsabilités

• Oversee customer service and ensure customer expectations are met
• Problem solving: identify issues and develop solutions
• Team management: coach and provide feedback to the team
• Policy development: work with management to create procedures
• Handle customer queries and escalated issues
• Analyze customer feedback and performance metrics

Connaissances

Team leadership

Coaching

KPI monitoring

Customer service

Shift work

Description du poste

Team Lead Customer Service Fintech

Project: Customer Support

Location: Surakarta

24/7 rotational shift

Language: Bahasa

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)
• Can join immediately

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

Why You'll Love It Here

Be Proud — Lead a team and build a career worth flexing.

Be Global — Manage overseas clients.

Be TP — Join a company that celebrates leadership, growth, and a people-first culture.