Key Responsibilities:
- Monitor team performance through KPIs (response time, resolution time, CSAT, etc.) and provide coaching or feedback.
- Handle escalated complaints from customers professionally and ensure timely resolution.
- Collaborate with product, risk, and operations teams to resolve systemic customer issues.
- Conduct regular team briefings, training sessions, and performance reviews.
- Prepare reports on support metrics and suggest improvements to service workflows.
- Develop SOPs and knowledge base documentation for internal and external use.
- Manage scheduling and shift arrangements to ensure 24/7 coverage (if applicable).
- Ensure the team complies with regulatory standards, data privacy policies, and internal SLA.
- Support implementation of automation tools, CRM platforms, or chatbots to improve efficiency.
Requirements:
- Diploma/Bachelor's degree in Communications, Business, or related field.
- At least 3 years of experience in customer service, with 1+ year in a supervisory or team leader role.
- Experience in fintech, e-commerce, or digital platforms is preferred.
- Strong leadership, communication, and conflict-resolution skills.
- Hands-on experience with CRM tools such as Zendesk, Freshdesk, Salesforce, etc.
- Ability to analyze data and generate actionable insights.
- Fluent in Bahasa Indonesia; English proficiency is a plus.
- Willing to work in shifts, weekends, or holidays (if required).