DESKRIPSI PEKERJAAN
Ensure all chat inquiries are distributed and responded to by the CS team within the agreed Service Level Agreement (SLA).
Conduct one-on-one coaching sessions with underperforming agents to support their development and improve performance.
Monitor and maintain a high level of product and service knowledge across all team members.
Attend daily/weekly briefings and represent the CS team.
Communicate and brief all team members on the latest updates, procedures, and promotions.
Ensure all team members consistently achieve quality score targets based on service standards.
Foster an environment where agents deliver engaging, empathetic, and solution-driven customer interactions.
Provide real-time support and problem-solving to team members handling customer inquiries.
Collaborate with other departments to escalate and resolve customer issues efficiently.
REQUIREMENT
Bachelor’s Degree in any field
Minimum 1 year of experience as a Team Leader in Customer Service or Contact Center, preferably from a startup or tech company
Proficient in Microsoft Excel, PowerPoint, and Word
Familiar with Google Sheets, Slides, and Docs
Good public speaking and time management skills
Able to understand written English (passive English)
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification S1/D4
- Min Experience Supervisor / Coordinator
