Overview
Customer Service Lead Jobs in Jakarta Metropolitan Area at Monroe Consulting Group
Title: Customer Service Lead
Company: Monroe Consulting Group
Location: Jakarta Metropolitan Area
We are seeking a results-driven Customer Service Lead to supervise our client's operations team handling live customer interactions and partner/vendor communications. This role will be responsible for overseeing multi-channel customer support, ensuring service quality and SLA compliance, and coaching team members to deliver seamless, accurate, and timely service to clients.
Responsibilities
- You will supervise and support a team of agents responsible for handling multiple live chats from clients regarding their service requests.
- You will manage email, chat, and voice communications with external partners and vendors.
- You will oversee the processing and confirmation of client transactions and requests with high accuracy.
- You will ensure team members follow detailed instructions and adhere to operational guidelines.
- You will monitor and maintain service quality to meet or exceed team KPIs and SLAs.
- You will provide coaching, mentoring, and performance feedback to team members.
- You will identify workflow issues or system limitations and escalate them promptly to stakeholders.
- You will collaborate with other departments to ensure smooth operational processes and client satisfaction.
- You will generate periodic reports on team performance, productivity, and incident management.
Requirements
- Proven experience in a supervisory or team leader role of minimum 1 year.
- Minimum 3 years of working experience in customer service, specifically in handling multi channels such as chat, email, and phone call.
- Capable of multitasking in a fast-paced environment, managing chats, emails, and calls.
- Excellent communication skills in English, both written and spoken.
- Strong analytical and logical thinking skills.
- Ability to work collaboratively with team members and guide them effectively.
- Comfortable working under established guidelines and service standards.
- High attention to detail and accuracy in processing tasks.
- Flexible with working hours to support business needs (shift work arrangement).
- Willing to work from Central Jakarta.
