Mandarin Call Center Supervisor: Service & Telemarketing

PT Kreditku Teknologi Indonesia; Jakarta Barat; On-site; IDR 167,400,000 - 279,000,000; Full time

Job summary

PT Kreditku Teknologi Indonesia is seeking a Call Center Supervisor (Mandarin Speaker) to lead two teams—Customer Service and Telemarketing—and report to the Head Quarter in China and C‑Level executives. The role emphasizes strategic communication and operational decisions to hit targets.

Requirements include fluent Mandarin, a Bachelor's degree, 2–4 years in related fields with supervisory experience, and Fintech exposure is preferred.

Qualifications

• Fluent in Mandarin (spoken and written) to communicate with management in China.
• Bachelor's degree in Business Administration, Management, Communication, or a related field.
• Minimum 2–4 years in Telemarketing, Customer Service, or Contact Center ops with at least 2 years in a supervisory/managerial role.
• Proven experience leading Team Leaders across multiple functions or teams.
• Fintech/Financial Services/P2P Lending industry experience preferred.
• Strong leadership, strategic planning, decision-making, and people management skills.
• Experience setting targets, monitoring KPIs, and evaluating team performance.
• Familiar with SOP development, escalations, and improving operational processes.

Responsibilities

• Lead Telemarketing and Customer Service operations through their Team Leaders to achieve targets and objectives.
• Set team targets, develop operational strategies, and monitor performance based on KPIs.
• Evaluate Team Leaders' performance and ensure productivity and service quality.
• Develop and implement SOPs, guidelines, call scripts, and service standards.
• Oversee customer escalations and ensure timely resolution of critical complaints.
• Prepare and present regular performance reports and improvement plans to management.
• Collaborate with Product, Technology, Risk, Compliance, and Legal to improve efficiency and customer experience.
• Provide regular performance reports to management in China and coordinate on business matters.

Skills

Mandarin fluency

Leadership

KPI development

SOP development

Education

Bachelor's degree in Business Administration, Management, or related field

Job description

PT Kreditku Teknologi Indonesia is seeking a Call Center Supervisor (Mandarin Speaker) to lead two teams—Customer Service and Telemarketing—and report to the Head Quarter in China and C‑Level executives. The role emphasizes strategic communication and operational decisions to hit targets.

Requirements include fluent Mandarin, a Bachelor's degree, 2–4 years in related fields with supervisory experience, and Fintech exposure is preferred.