Team Leader Customer Service E-Commerce (English)

PT Indotel Maju Bersama; Daerah Istimewa Yogyakarta; On-site; IDR 55,800,000 - 100,440,000; Full time

Job summary

PT Indotel Maju Bersama di Yogyakarta membuka posisi Team Leader E-Commerce (English Speaker) untuk memimpin tim layanan pelanggan yang berkinerja tinggi pada operasional e-commerce.

Posisi full-time akan mengawasi KPI, memberikan coaching, menyusun jadwal, menangani eskalasi, serta berkolaborasi lintas departemen untuk meningkatkan kualitas layanan.

Kandidat ideal memiliki pengalaman 1–2 tahun sebagai pemimpin tim, kemampuan bahasa Inggris yang kuat, serta pemahaman platform e-commerce dan CRM.

Qualifications

• Berpengalaman minimal 1–2 tahun sebagai team leader layanan pelanggan.
• Mampu berbahasa Inggris tertulis & lisan.
• Menguasai platform e-commerce dan proses layanan pelanggan.
• Membuat keputusan berbasis data dan KPI.

Responsibilities

• Memimpin, membimbing, dan mengawasi tim customer service agar tetap berkinerja tinggi.
• Memantau metrik kinerja (KPIs) seperti waktu respons, tingkat penyelesaian, dan kepuasan pelanggan.
• Melakukan coaching dan program pelatihan untuk meningkatkan keterampilan tim.
• Mengelola perencanaan jadwal, alokasi tenaga kerja, dan efisiensi operasional.
• Menangani masalah eskalasi pelanggan dan pertanyaan kompleks dengan resolusi tepat waktu.
• Mengadakan pertemuan one-to-one untuk umpan balik dan pengembangan karier.
• Berkolaborasi dengan departemen lain untuk meningkatkan proses dan layanan.
• Menyiapkan laporan kinerja, tren, dan rekomendasi perbaikan untuk manajemen senior.
• Memastikan kepatuhan pada kebijakan perusahaan dan standar layanan.

Skills

Team leadership

Customer service

Analytical thinking

Time management

Tools

CRM software

Job description

About the role We are seeking a Team Leader E-Commerce (English Speaker) to join PT Indotel Maju Bersama in Yogyakarta. This is a full-time position that offers a strategic opportunity to lead and manage high-performing customer service teams within our e-commerce operations. As a Team Leader, you will play a crucial role in driving operational excellence, ensuring superior customer satisfaction, and achieving key performance indicators across our e-commerce support functions. Your leadership will directly impact the quality of service delivery and the success of our customer engagement initiatives.

Key responsibilities

Lead, mentor and supervise a team of customer service representatives, ensuring they maintain high performance standards and deliver exceptional customer experiences

Monitor team performance metrics and KPIs, including response times, resolution rates, customer satisfaction scores and adherence to quality standards

Develop and implement coaching and training programs to enhance team skills, product knowledge and service delivery capabilities

Manage schedule planning, workforce allocation and resource optimization to ensure adequate coverage and operational efficiency

Handle escalated customer issues and complex inquiries, providing timely resolution and maintaining customer relationships

Conduct regular one-to-one meetings with team members to provide feedback, support career development and address performance concerns

Collaborate with other departments including operations, quality assurance and management to streamline processes and improve service delivery

Prepare reports and analysis on team performance, trends and areas for improvement, presenting findings to senior management

Ensure compliance with company policies, procedures, data protection regulations and customer service standards

Identify opportunities for process improvement and implement best practices to enhance operational efficiency

What we're looking for

Minimum 1-2 years of experience in a customer service leadership or supervisory role, preferably within an e-commerce or call center environment

Fluent English language skills, both written and spoken, with the ability to communicate clearly with diverse stakeholders

Proven track record of successfully leading and motivating teams to achieve performance targets and maintain high service standards

Strong knowledge of e-commerce platforms, customer service processes and multi-channel support operations

Excellent analytical and problem-solving abilities with the capacity to make data-driven decisions

Demonstrated experience in performance management, including setting objectives, monitoring progress and providing constructive feedback

Strong organizational and time management skills with the ability to prioritize multiple tasks and manage competing demands

Proficiency in customer service software, CRM systems and reporting tools

Ability to work collaboratively in a fast-paced, dynamic environment and adapt to changing business needs

Excellent interpersonal skills and the ability to build positive relationships with team members, colleagues and customers

Your application will include the following questions:

• Berapa gaji bulanan yang kamu inginkan?
• How many years' experience do you have as a Customer Service Team Leader?
• Kualifikasi mana yang kamu miliki?
• Apakah kamu sudah menyelesaikan ijazah sekolah menengah atas Indonesia? (cth. SMA, SMK, STM)
• Bagaimana kamu menilai kemampuan bahasa Inggrismu?