Senior Escalation & Customer Experience Lead

PT Horizon Internusa Persada; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading customer service provider in Jakarta Utara is seeking a Customer Service Leader to oversee team performance and improve daily operations. Responsibilities include monitoring team activities, managing performance evaluations, and providing analytical reporting. The ideal candidate will possess a Bachelor's degree and have excellent communication skills in English. Experience with customer service KPIs and call center software, particularly Zendesk, is essential. This role requires full-time on-site commitment in South Jakarta.

Qualifications

• Minimum Bachelor Degree (S1) from any major.
• Familiar with Customer Service KPI.
• Fluent in English.

Responsibilities

• Monitoring daily task team Agent Customer Service.
• Managing staff performance.
• Providing reporting and analytical information to Manager.

Skills

Excellent communication skills

Familiar with customer service KPI

Problem solving

Team player

Education

Minimum Bachelor Degree (S1)

Tools

Zendesk System

Call center software

Analytics tools

Job description

A leading customer service provider in Jakarta Utara is seeking a Customer Service Leader to oversee team performance and improve daily operations. Responsibilities include monitoring team activities, managing performance evaluations, and providing analytical reporting. The ideal candidate will possess a Bachelor's degree and have excellent communication skills in English. Experience with customer service KPIs and call center software, particularly Zendesk, is essential. This role requires full-time on-site commitment in South Jakarta.