Mandarin-Speaking Factory Procurement & Ibp Planner

Pt Talenta Eksekutif Asia; Bekasi; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Pt Talenta Eksekutif Asia in Bekasi is seeking an experienced Customer Service Lead to manage and inspire a team responsible for daily operations and high-quality customer interactions.

You will set performance standards, monitor KPIs, coach staff, handle escalations, and collaborate with other departments to shape a positive customer experience. This leadership role offers a chance to influence service strategies and build a motivated, high-performance environment.

Qualifications

• Minimum 4 years in customer service with at least 2 years in supervision.
• Proven ability to lead and motivate a team.
• Strong communication and problem-solving skills.
• Experience with CRM software and customer support tools.
• Ability to analyze data to improve service quality.

Responsibilities

• Lead, train, and mentor a team of Customer Service Representatives to ensure high performance and quality service delivery.
• Oversee daily operations of the customer service department, managing workflow and resource allocation.
• Monitor customer interactions and provide constructive feedback to team members.
• Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Analyze customer service data and KPIs to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Conduct regular performance reviews and provide ongoing coaching to team members.
• Manage team schedules, including staffing, breaks, and overtime.
• Foster a positive and motivating team environment that encourages continuous learning and development.

Skills

Leadership

Coaching

CRM software

Data analysis

Customer service management

Communication

Problem-solving

Team motivation

Tools

CRM software

Job description

Our client is seeking an experienced and results-oriented Customer Service Lead to manage and inspire their team in Bekasi . This leadership role is critical in overseeing daily operations, ensuring high-quality customer interactions, and driving team performance. The ideal candidate will have a proven track record in customer service management, excellent communication skills, and a passion for coaching and developing team members. You will be responsible for setting performance standards, monitoring key metrics, and implementing strategies to enhance customer satisfaction and loyalty. This is a significant opportunity to take on a leadership role within a reputable organization and shape the customer experience. We are looking for a proactive individual who can effectively motivate a team, resolve complex issues, and contribute to the strategic direction of the customer service department. Your leadership will be instrumental in fostering a positive and productive work environment.

About the Role Our client is seeking an experienced and results-oriented Customer Service Lead to manage and inspire their team in Bekasi . This leadership role is critical in overseeing daily operations, ensuring high-quality customer interactions, and driving team performance. The ideal candidate will have a proven track record in customer service management, excellent communication skills, and a passion for coaching and developing team members. You will be responsible for setting performance standards, monitoring key metrics, and implementing strategies to enhance customer satisfaction and loyalty. This is a significant opportunity to take on a leadership role within a reputable organization and shape the customer experience. We are looking for a proactive individual who can effectively motivate a team, resolve complex issues, and contribute to the strategic direction of the customer service department. Your leadership will be instrumental in fostering a positive and productive work environment.

Key Responsibilities

• Lead, train, and mentor a team of Customer Service Representatives to ensure high performance and quality service delivery.
• Oversee daily operations of the customer service department, managing workflow and resource allocation.
• Monitor customer interactions and provide constructive feedback to team members.
• Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
• Handle escalated customer complaints and complex issues, ensuring timely and satisfactory resolution.
• Analyze customer service data and key performance indicators (KPIs) to identify trends and areas for improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Conduct regular performance reviews and provide ongoing coaching to team members.
• Manage team schedules, including staffing, breaks, and overtime.
• Foster a positive and motivating team environment that encourages continuous learning and development.

Requirements

• Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or lead role.
• Proven experience in managing and motivating a customer service team.
• Strong understanding of customer service principles, best practices, and relevant technologies.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Ability to analyze data and make informed decisions to improve service quality.
• Proficiency in CRM software and customer support tools.
• Experience