Remote Customer Service Lead — Team Leader, Growth & Support

Pt Citra Laksamana Utama; Kota Medan ᯔᯩᯑᯉ᯲; Remote; IDR 250,000,000 - 350,000,000; Full time

Benefits offered by this job

Performance bonuses

Fully remote

Career growth

Health benefits

Remote culture

Job summary

Pt Citra Laksamana Utama is seeking a dedicated Remote Retail Customer Service Lead to manage the customer support operations for its retail business, serving customers from Semarang. This fully remote role leads a team of customer service representatives and ensures high-quality service across channels.

You will resolve complex inquiries, drive service improvements, and maintain strong customer satisfaction and loyalty.

Qualifications

• Experience leading a customer service team.
• Strong communication and conflict-resolution skills.
• Familiarity with CRM software and customer support tools.
• Ability to manage and motivate a remote team.
• Passion for delivering outstanding customer experiences.

Responsibilities

• Lead, train, and mentor a team of remote customer service representatives.
• Set performance standards and monitor team productivity and quality of service.
• Handle escalated customer inquiries and complex issue resolution.
• Develop and refine customer service protocols and FAQs to improve response times and consistency.
• Analyze customer feedback and operational data to identify trends and implement service improvements.
• Ensure all customer interactions are handled professionally, efficiently, and empathetically.

Skills

Team leadership

CRM software

Customer service

Remote work management

Communication skills

Job description

Pt Citra Laksamana Utama is seeking a dedicated Remote Retail Customer Service Lead to manage the customer support operations for its retail business, serving customers from Semarang. This fully remote role leads a team of customer service representatives and ensures high-quality service across channels.

You will resolve complex inquiries, drive service improvements, and maintain strong customer satisfaction and loyalty.