Team Leader Online Transport English Customer Service - Yogyakarta

Overview

As a team leader, your main task will be leading a team of customer service agents for an international online transport project, handling customer issues and inquiries from multi-LOB such as e-mails, chats, and also calls. Your goal is to support and guide your team in delivering exceptional customer service experience and maintain the customer satisfaction index high. you will also collaborate with other departments such as TQA, RTFM, and WFM to indentify and improve overall service proccesses.

Responsibilities

• Manage a team of customer service representatives, ensuring that they adhere to company policies and procedures.

• Handle escalated customer complaints and work to resolve them quickly and effectively.

• Monitor team performance metrics, such as call quality, customer satisfaction, and average handle time.

• Identify areas for improvement and implement strategies to enhance team performance and customer satisfaction.

• Coach and train team members to improve their skills and knowledge.

• Conduct regular performance evaluations and provide feedback to team members.

• Collaborate with cross-functional teams to develop and implement customer service initiatives.

• Prepare and present regular reports on team performance to the management team

Qualifications

• • Minimum Associate's degree of any major

  • Fluent in English both written and verbal (is a MUST)

  • Willing to work in shifting schedule including night shift/weekend/ public holiday

  • Has experience in same role at BPO Industry

  • Excellent communication and interpersonal skills

  • Ability to handle difficult and escalated customer situations

  • Strong problem-solving and decision-making abilities

  • Ability to work in a fast-paced and dynamic environment.

  • Placement in Yogyakarta