job description
Are you a dynamic leader with a passion for delivering exceptional customer experiences? Luxehouze Group is seeking a highly motivated Customer Representative Lead to join our team in Jakarta. In this role, you will be the backbone of our support operations, ensuring that our clients receive world-class service while mentoring a team of talented representatives to reach their full potential.
As our Customer Representative Lead, you will bridge the gap between strategy and execution. You will not only manage daily workflows but also foster a culture of excellence, continuous learning, and empathy. If you thrive in a fast-paced environment and have a proven track record in team leadership and performance optimization, we want to hear from you.
Responsibility
- Provide direct leadership and supervision to a team of customer representatives, ensuring high-quality service delivery.
- Develop and implement coaching programs to enhance individual and team performance metrics.
- Monitor daily operational performance using KPIs, tracking resolution times, and customer satisfaction scores.
- Conduct regular performance reviews and provide actionable feedback to team members.
- Act as an escalation point for complex customer issues, ensuring prompt and satisfactory resolutions.
- Collaborate with department heads to streamline support processes and improve communication workflows.
- Prepare weekly and monthly performance reports for senior management with data-driven insights.
Qualifications
- Bachelor’s degree in Business, Communications, or a related field.
- Minimum 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role.
- Strong understanding of customer support platforms, CRM software, and performance tracking metrics.
- Excellent communication skills in both Indonesian and English.
- Proven ability to coach, motivate, and mentor team members in a high-pressure environment.
- Exceptional problem-solving skills and the ability to make data-backed decisions.
- Experience in the luxury goods or retail sector is considered a significant advantage.