Customer Service Team Leader (Call Centre) - Bali, Indonesia

Are you a natural leader with a passion for delivering exceptional customer service? Private Advertiser is seeking a dynamic Customer Service Team Leader to join our growing call centre operations in Bali, Indonesia (Canggu, Ubud, Denpasar, Jimba). As a leader in the customer service industry, we are looking for a proactive and experienced professional to oversee our team and ensure we meet and exceed customer expectations. In this role, you will be responsible for managing a team of customer service representatives, training and mentoring them to deliver the highest level of service. You will also be involved in quality assurance, performance monitoring, and continuous improvement initiatives to ensure our call centre operations run smoothly.

Private Advertiser is a leading company in the advertising industry, known for our innovative solutions and commitment to customer satisfaction. We are located in the beautiful island of Bali, offering a unique work environment with a strong focus on work-life balance. Our call centre operations are at the heart of our customer service strategy, and we are looking for a Customer Service Team Leader who can help us maintain our reputation for excellence.

As a Customer Service Team Leader, you will be responsible for managing a team of customer service representatives, ensuring they are equipped with the necessary tools and resources to deliver exceptional service. You will also be involved in quality assurance, performance monitoring, and continuous improvement initiatives. This role offers a unique opportunity to work in a dynamic and fast-paced environment, with the chance to grow and develop your leadership skills.

📋 Tanggung Jawab Pekerjaan

• Manage and mentor a team of customer service representatives, ensuring they are equipped with the necessary tools and resources to deliver exceptional service.
• Develop and implement training programs to improve customer service skills and knowledge.
• Monitor and evaluate team performance, providing feedback and coaching to ensure continuous improvement.
• Ensure compliance with company policies, procedures, and regulations.
• Conduct quality assurance reviews to ensure customer service standards are met.
• Handle customer complaints and escalations, resolving issues in a timely and satisfactory manner.
• Collaborate with other departments to ensure seamless customer service delivery.
• Participate in continuous improvement initiatives to enhance customer service operations.

🎓 Kualifikasi & Syarat

• Minimum of 3 years of experience in customer service leadership roles.
• Proven experience in managing and mentoring customer service teams.
• Strong knowledge of customer service best practices and industry standards.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Proficiency in using customer service software such as Zendesk, Freshdesk, or similar.
• Bachelor's degree in Business Administration, Marketing, or a related field.
• Certification in customer service management or leadership is a plus.

🛠️ Keahlian

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