Deskripsi pekerjaan
The Customer Service Team Leader is responsible for overseeing the daily operations of the customer service department, specifically focusing on social media channels. This role requires a balance of leadership, operational management, and quality control to ensure the brand maintains a positive reputation. You will lead and supervise the team in handling inquiries and complaints, ensuring that service quality and response times meet company standards. Additionally, you will be responsible for coaching and mentoring team members, managing complex escalations, and providing actionable insights based on customer feedback to relevant stakeholders.
Tanggung jawab: Lead and supervise the Customer Service team; Handle inquiries and complaints across social media channels; Ensure service quality, response time, and consistent brand representation; Coaching, mentoring, and evaluating team performance; Manage complex escalations and coordinate with stakeholders; Compile customer feedback and prepare regular reports.
Kualifikasi: Minimum 3–5 years of experience in customer service (preferably Retail/F&B/Hospitality); At least 1 year of experience in a supervisory or team leader role.
Tanggung jawab
- Lead and supervise the Customer Service team
- Handle inquiries and complaints across social media channels
- Ensure service quality, response time, and consistent brand representation
- Coaching, mentoring, and evaluating team performance
- Manage complex escalations and coordinate with stakeholders
- Compile customer feedback and prepare regular reports
Kualifikasi
- Minimum 3–5 years of experience in customer service (preferably Retail/F&B/Hospitality)
- At least 1 year of experience in a supervisory or team leader role
Informasi lowongan
- Tipe pekerjaan
- Contract
- Gaji
- Negosiasi