Multichannel Customer Service Team Lead

British Council; Jakarta Pusat; On-site; IDR 279,000,000 - 446,400,000; Full time

Job summary

British Council in Jakarta, Indonesia, is seeking a proactive Head of Customer Service to lead a multi-channel team delivering high-quality support. You will ensure compliance, coach staff, and optimize resources to meet evolving business needs.

You will monitor KPIs, manage rosters, and report performance trends to stakeholders, driving continuous improvement while aligning with safeguarding and data protection policies. English and Bahasa required.

Qualifications

• Experience leading a customer service team in a multi-channel environment (face-to-face, phone, email, chat, social media).
• Proven ability to manage performance against KPIs, service standards and quality frameworks.
• Coaching, developing, and motivating staff to deliver high levels of service.

Responsibilities

• Lead a multichannel customer service team delivering high-quality support.
• Monitor KPIs such as service quality, customer satisfaction and complaint resolution.
• Manage daily operations, including rosters and workload during peak periods.
• Provide regular feedback and performance reviews to build capability and address underperformance.

Skills

Team leadership

Multi-channel support

Coaching and development

Emotional intelligence

Communication

Education

Bachelor's degree

Job description

British Council in Jakarta, Indonesia, is seeking a proactive Head of Customer Service to lead a multi-channel team delivering high-quality support. You will ensure compliance, coach staff, and optimize resources to meet evolving business needs.

You will monitor KPIs, manage rosters, and report performance trends to stakeholders, driving continuous improvement while aligning with safeguarding and data protection policies. English and Bahasa required.