Customer Support Centre Inbound Team Leader

Every good story starts with a Billy. Help Billy journey to homes around the world. Find out how you can make an impact on millions.

What you’ll be doing day to day:

• Contribute to the operational implementation of the unit action plan within the team. Contribute to creation overall CSC strategy & business plan; ensure good engagement amongst coworkers and help implement key initiatives

• Optimize usage of approved financial and people resource utilization through rostering, peak management and offering solutions & compensation to customers

• Create performance daily report and monitoring day-to-day and ensure the team meets performance and productivity goals

• Create tools and workflows within team to ensure smooth realization of processes, agreements and usage of systems. Suggest and contribute to process and system improvements

• Secure competent coworkers through recruitment, knowledge transfer, conducting trainings, coaching coworkers in daily work and empower them

• Lead team through ensuring good motivation, wellbeing and commitment amongst coworkers, and handle daily conflicts between team members of own function or other functions

• Become first escalation point for customer if customer need higher level to convey hard complaints. Ensure coworker understanding and adherence of guidelines, suggest and contribute to improvements

• Secure relationships with key working partners – both internal and external – by ensuring good communication and feedback between stakeholders, representing customer and coworker voice and offers to assist to other team

We want you to be a person who:

• Experience working in Customer Support Centre role as a Generalist (contact center/customer service industry), handling customer contacts from various channels such as Call, Email, Chat and Social media

• Understand and experience of multichannel retailing

• Interest in challenges and dynamic culture with prior leadership experience

• Customer Satisfaction orientation, good conflict handling, influencing and relationship building skills

• Ability to work under high pressure and make operational decisions decisively

• Ability to communicate in both Bahasa Indonesia & English (verbal and written)