Multi-Channel Customer Operations Lead

Sefas Group; Jakarta Selatan; On-site; IDR 279,000,000 - 502,200,000; Full time

Job summary

SEFAS Group in Indonesia is seeking a Customer Operations Manager to oversee multi‑channel contact and govern the transition of customer support from in‑house to outsourced partners. You will coordinate with Operations, Marketing, Fleet, IT, and Finance to ensure accurate, consistent handling of inquiries via call, chat, and email.

The role requires leadership, a track record in customer operations, and fluency in English.

Qualifications

• Bachelor's degree in Business, Management, Marketing, or a related field.
• 5–8 years' experience in customer operations, service management, or contact center oversight, preferably multi‑channel.
• Experience with outsourced service providers and/or transitions from in‑house to outsourced operations.
• Knowledge of customer journey management, escalation handling, and service‑level governance.
• Familiarity with process documentation and ISO‑aligned operating environments is an advantage.
• Strong coordination, communication, and stakeholder management skills.
• Fluent in English (written and verbal).

Responsibilities

• Serve as the SPOC between the organization and the multi‑channel call center for all customer communications.
• Oversee interactions across voice, live chat, and email; ensure SLAs and quality standards.
• Own call center interface governance while outsourcing partner executes.
• Support and coordinate transition of operations from in‑house to outsourced delivery.
• Document and transfer knowledge content, escalation paths, and controls.
• Validate transition readiness including knowledge transfer and process validation.
• Own and maintain the customer‑facing knowledge base; translate inputs from various teams.
• Coordinate changes across operations, policy, campaigns, or systems; ensure call center readiness.
• Lead the Customer Operations Team; set goals, give feedback, and drive development.
• Monitor customer feedback, identify risks, and push for improvements with Operations Excellence.

Skills

Multi-channel operations

Stakeholder management

Transition to outsourced

Education

Bachelor's degree in Business/Management/Marketing

Job description

SEFAS Group in Indonesia is seeking a Customer Operations Manager to oversee multi‑channel contact and govern the transition of customer support from in‑house to outsourced partners. You will coordinate with Operations, Marketing, Fleet, IT, and Finance to ensure accurate, consistent handling of inquiries via call, chat, and email.

The role requires leadership, a track record in customer operations, and fluency in English.