Melayu-Speaking Customer Support Team Lead (24/7 Rotations)

Teleperformance; Sleman; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Teleperformance is seeking a Team Lead for Melayu Speaker Customer Support in Yogyakarta to supervise cross-channel support for Melayu-speaking customers with a 24/7 shifting rotation. You will coach the team, monitor KPIs, and collaborate with management to implement policies and optimize service quality.

The role requires English fluency, multichannel experience, and a willingness to work in shifts. Prior SME Team Lead exposure of at least 6 months is preferred; you must be able to work from

Qualifications

• Fluent in English both written and verbal.
• Able to handle Melayu-speaking customers from multichannel.
• Willing to work in shifting schedule.
• Has experience in the same role, or as SME Team Lead for at least 6 months.
• Highly sensitive to customer complaints, able to anticipate and properly handle unexpected situations.
• Good at organizing performance coaching for staff in the team.
• Willing to work from Yogyakarta.

Responsibilities

• Ensure that customers' expectations are met or exceeded
• Identify customer issues and develop solutions
• Oversee the team, provide coaching and feedback, and ensure the team is working well together
• Work with other members of the management team to create and implement policies and procedures
• Handle customer queries and grievances, and resolve escalated issues
• Analyze customer feedback and performance metrics
• Monitor team service quality and efficiency, and promote the achievement of KPI
• Organize performance coaching for staff in the team
• Implement performance to excellence and control staff turnover

Skills

Fluent English

Team leadership

Multichannel support

Customer service experience

Job description

Teleperformance is seeking a Team Lead for Melayu Speaker Customer Support in Yogyakarta to supervise cross-channel support for Melayu-speaking customers with a 24/7 shifting rotation. You will coach the team, monitor KPIs, and collaborate with management to implement policies and optimize service quality.

The role requires English fluency, multichannel experience, and a willingness to work in shifts. Prior SME Team Lead exposure of at least 6 months is preferred; you must be able to work from