Lead Customer Service - Team Coach & Strategy

Pt Lintas Indotama; Makassar; Vor Ort; IDR 120.000.000 - 180.000.000; Vollzeit

Zusammenfassung

Pt Lintas Indotama in Makassar seeks an experienced Customer Service Lead to manage a team of representatives, ensure service excellence, and drive performance. You will coach, train, and motivate staff to achieve department goals.

The ideal candidate will analyze service metrics, implement improvements, and collaborate with other departments to deliver outstanding customer experiences in the telecommunications sector.

Qualifikationen

• 3+ years in customer service, with 1–2 years in supervisory capacity.
• Proven ability to lead, motivate, and develop a team.
• Strong knowledge of customer service principles and best practices.
• Excellent problem-solving, decision-making and conflict-resolution skills.
• Exceptional communication and interpersonal skills.
• Bachelor's degree in Business Administration, Management, or related field preferred.

Aufgaben

• Lead, coach, and mentor a team of customer service representatives.
• Set performance goals and monitor team KPIs with regular feedback.
• Ensure adherence to quality standards and service level agreements.
• Handle escalated customer issues and provide solutions.
• Develop and implement training programs for team members.
• Analyze service data to identify trends and improvements.
• Collaborate with other departments to streamline processes.
• Manage team schedules and workload distribution effectively.
• Foster a positive and productive work environment.
• Contribute to strategic planning for customer service operations.

Kenntnisse

Team leadership

Performance management

Customer service

Communication skills

Problem solving

Coaching & training

Ausbildung

Bachelor's degree in Business Administration/Management

Tools

CRM software

Helpdesk software

Jobbeschreibung

Pt Lintas Indotama in Makassar seeks an experienced Customer Service Lead to manage a team of representatives, ensure service excellence, and drive performance. You will coach, train, and motivate staff to achieve department goals.

The ideal candidate will analyze service metrics, implement improvements, and collaborate with other departments to deliver outstanding customer experiences in the telecommunications sector.