Senior Customer Experience Lead - Retail, Tangerang

Pt Bumi Cerdas Berkarya; Tangerang; On-site; IDR 240,000,000 - 420,000,000; Full time

Benefits offered by this job

Competitive salary

Health benefits

Leadership development

Job summary

Pt Bumi Cerdas Berkarya seeks a Senior Customer Service Support Lead for its Tangerang retail location. You will lead a team of customer service representatives, set service standards, and manage escalated issues to ensure a positive customer experience.

The role focuses on staff training, policy development, performance monitoring, and collaboration with other departments to improve loyalty and brand reputation in a busy retail environment.

Qualifications

• Minimum 3 years in customer service with 1 year in a supervisory role.
• Proven ability to lead and motivate a team.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead, train, and motivate the customer service team to deliver excellent service.
• Develop and implement service policies to ensure consistency and quality.
• Handle escalated complaints with professionalism and fairness.
• Monitor performance metrics and provide feedback to the team.
• Schedule staff to ensure adequate coverage and service levels.
• Collaborate with other departments to address customer feedback.

Skills

Team leadership

Customer service

CRM software

Communication

Staff training

Conflict resolution

Education

High school diploma

Bachelor's degree (preferred)

Tools

CRM software

Job description

Pt Bumi Cerdas Berkarya seeks a Senior Customer Service Support Lead for its Tangerang retail location. You will lead a team of customer service representatives, set service standards, and manage escalated issues to ensure a positive customer experience.

The role focuses on staff training, policy development, performance monitoring, and collaboration with other departments to improve loyalty and brand reputation in a busy retail environment.