Indonesia Customer Support Team Lead Fintech - Surakarta

TP; Surakarta; Sur place; IDR 803 520 000 - 1 339 200 000; Plein temps

Résumé du poste

Teleperformance in Surakarta is seeking a Team Lead Customer Service Fintech to inspire and guide a 24/7 operation at Solo Grand Mall. The role focuses on coaching staff, ensuring service quality, and driving KPI performance while managing English-speaking customer interactions.

The ideal candidate has leadership experience in customer support, strong problem-solving skills, and a proactive approach to policy development and service delivery.

Qualifications

• Experience leading a customer support team.
• Ability to coach performance and reduce staff turnover.
• Experience handling English-speaking customers via email and calls.

Responsabilités

• Oversee customer service operations and ensure KPI targets.
• Provide coaching and feedback to team members.
• Develop and implement policies and procedures with the management team.
• Handle escalated customer issues and provide effective resolutions.
• Analyze customer feedback and performance metrics to drive improvements.

Connaissances

Leadership

Coaching

Customer service

Problem solving

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.