Sales & Customer Service Lead — Growth & Relationships

Pt Golden Brilliant Sanitaryware; Bekasi; À distance; IDR 200 880 000 - 334 800 000; Plein temps

Résumé du poste

Pt Golden Brilliant Sanitaryware is seeking a Remote Retail Customer Service Lead to manage its remote customer support for Semarang customers. You will lead a team of service representatives across multiple channels, ensuring high standards of service and timely resolution of issues.

This fully remote role requires strong leadership, coaching, and process improvement skills to build a high-performing support team and drive customer satisfaction.

Qualifications

• Experience in customer service with team lead or supervisory role.

Responsabilités

• 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.

Connaissances

Team leadership

Customer service

Remote management

Description du poste

Remote Retail Customer Service Lead - Semarang

Our client is seeking a dedicated and customer-centric Remote Retail Customer Service Lead to manage their customer support operations for their retail business, serving customers from Semarang. In this fully remote role, you will lead a team of customer service representatives, ensuring they provide exceptional support across various channels. You will be responsible for maintaining high standards of service, resolving complex customer issues, and contributing to customer satisfaction and loyalty initiatives. This is an excellent opportunity for an experienced customer service professional with leadership skills to build and develop a high-performing remote support team.

About the Role

Our client is seeking a dedicated and customer-centric Remote Retail Customer Service Lead to manage their customer support operations for their retail business, serving customers from Semarang. In this fully remote role, you will lead a team of customer service representatives, ensuring they provide exceptional support across various channels. You will be responsible for maintaining high standards of service, resolving complex customer issues, and contributing to customer satisfaction and loyalty initiatives. This is an excellent opportunity for an experienced customer service professional with leadership skills to build and develop a high-performing remote support team.

Key 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.

Requirements

• Previous experience in customer service, with proven experience in a team lead or supervisory role