Deskripsi pekerjaan
EV Charging Station Network membuka kesempatan bagi profesional berpengalaman untuk memimpin tim layanan pelanggan sebagai Contact Center Team Leader. Perusahaan kami berdedikasi untuk menghadirkan layanan terbaik di seluruh jaringan stasiun pengisian kendaraan listrik, dan posisi ini krusial dalam menjaga kualitas standar pelayanan kepada konsumen. Anda bertanggung jawab memimpin operasional harian Contact Center dan memantau kinerja tim untuk mendorong peningkatan layanan. Tugas utama meliputi pengelolaan KPI, pembinaan (coaching) serta pengembangan anggota tim, penanganan eskalasi dan keluhan pelanggan terkait pembayaran, tagihan, pengembalian dana (refund), serta transaksi keuangan. Anda juga berkoordinasi erat dengan divisi Keuangan, Operasional, dan Teknik untuk menyelesaikan masalah pelanggan, menganalisis data performa, serta menyusun laporan operasional bagi manajemen dalam lingkungan kerja sistem shift 24/7.
Tanggung jawab: Lead daily Contact Center operations and team performance; Monitor KPIs and drive service improvement; Coach and develop team members; Handle customer complaints, payment, billing, refund, and transaction-related issues; Ensure SOP, service, and financial handling standards are followed; Coordinate with Finance, Operations, and Technical teams to resolve customer issues; Analyze performance and customer data to provide actionable insights; Prepare regular operational and performance reports for management.
Kualifikasi: Minimum 2 years’ experience in Contact Center / Customer Service leadership; Banking or Financial Services experience is highly preferred; Intermediate English, spoken and written; Strong experience in customer service, complaint handling, escalation, and operations; Experienced in team leadership, coaching, and performance management; Familiar with CSAT, AHT, SLA, QA, Productivity, and Attendance; Understanding of financial transactions, payment issues, refunds, billing, or reconciliation is a plus; Strong communication, analytical, and problem-solving skills; Familiar with CRM, ticketing, and reporting tools; Comfortable working in a 24/7 shift environment.
Tanggung jawab
- Lead daily Contact Center operations and team performance
- Monitor KPIs and drive service improvement
- Coach and develop team members
- Handle customer complaints, payment, billing, refund, and transaction-related issues
- Ensure SOP, service, and financial handling standards are followed
- Coordinate with Finance, Operations, and Technical teams to resolve customer issues
- Analyze performance and customer data to provide actionable insights
- Prepare regular operational and performance reports for management
Kualifikasi
- Minimum 2 years’ experience in Contact Center / Customer Service leadership
- Banking or Financial Services experience is highly preferred
- Intermediate English, spoken and written
- Strong experience in customer service, complaint handling, escalation, and operations
- Experienced in team leadership, coaching, and performance management
- Familiar with CSAT, AHT, SLA, QA, Productivity, and Attendance
- Understanding of financial transactions, payment issues, refunds, billing, or reconciliation is a plus
- Strong communication, analytical, and problem-solving skills
- Familiar with CRM, ticketing, and reporting tools
- Comfortable working in a 24/7 shift environment
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Gaji
- Negosiasi