Senior Customer Service & Support Lead

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

Senior Customer Service Support Lead

Our client is seeking an experienced and customer-centric Customer Service Lead to manage and elevate the customer experience at their retail location in Tangerang, Banten, ID. This leadership role involves overseeing a team of customer service representatives, setting service standards, and ensuring all customer interactions are positive and efficient. The Customer Service Lead will be responsible for handling escalated customer issues, training staff on service protocols, and implementing strategies to enhance customer loyalty and satisfaction. The ideal candidate is passionate about service excellence, possesses strong leadership and communication skills, and has a proven ability to resolve complex customer problems. This is a key position within the Tangerang retail environment, driving customer retention and brand reputation.

Key Responsibilities

• Lead, train, and motivate a team of customer service representatives to deliver exceptional service.
• Develop and implement customer service policies and procedures to ensure consistency and quality.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Monitor customer service performance metrics and provide regular feedback to the team.
• Identify areas for improvement in customer service processes and implement solutions.
• Ensure a welcoming and helpful atmosphere for all customers visiting the store.
• Collaborate with other departments to address customer feedback and resolve issues.
• Maintain a thorough knowledge of products and services to assist customers effectively.
• Schedule and manage customer service staff to ensure adequate coverage.
• Contribute to building a strong customer-centric culture within the retail store.

Requirements

• Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory or lead role.
• Proven ability to manage and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices in a retail setting.
• Experience handling customer complaints and de-escalation techniques.
• Proficiency in using CRM software and customer service tools.
• Ability to work flexible hours, including weekends and holidays, as needed in Tangerang, Banten, ID.
• High school diploma or equivalent; a college degree is a plus.
• A genuine passion for customer satisfaction and service excellence.

Benefits

Our client offers a competitive salary, performance-based incentives, and comprehensive health benefits. Employees will have opportunities for leadership development and career advancement. Join a dedicated team focused on creating outstanding customer experiences in a busy retail environment. This role is based in Bantenand offers a chance to significantly impact customer loyalty and brand perception.