Customer Service Team Leader

Job Desc:

1.    Lead and mentor the customer service team to improve efficiency.

2.    Ensure smooth operations and adherence to SOPs.

3.    Monitor daily service metrics and report on performance.

4.    Provide coaching and feedback to enhance customer interactions.

5.    Handle escalated customer complaints and ensure resolution.

6.    Collaborate with the supervisor to implement service improvements.

7.    Assist on training on product knowledge and handling techniques.

8. Ensure compliance with service guidelines and quality control standards.

Job Requirement:

1.    At least 5yrs of CS / CX with minimum 2yrs in TL position (able to lead and manage a team of 3-15 agents)

2.    Experienced in coaching, conducting briefings, and evaluating team performance.

3.    Able to create work schedules and manage internal conflicts effectively.

4.    Experience in fintech, e-commerce, or digital services is a strong advantage.

5.    Good understanding of CS workflows and tools (Zendesk, Freshdesk, Salesforce & other CRM systems)

6.    Capable of preparing performance reports (daily report & weekly report)

7.    Proficient in Microsoft Excel or Google Sheets (VLOOKUP, Pivot Tables, etc.)

8.    Willing to work shifting (8AM-5PM, 10AM-7PM, 11AM-8PM)

Information :

• Company : AdaPundi
• Position : Customer Service Team Leader
• Location : Jakarta
• Country : ID