job description
Join Foundever in beautiful Bali as a Customer Service Coach & Team Leader! In this dynamic role, you will mentor and develop Customer Service Representatives (CSRs) through structured training, quality assurance (QA), and performance tracking. Your leadership will directly enhance service quality, resolve customer issues efficiently, and foster a motivated, high-performing team. If you are passionate about coaching, problem-solving, and driving continuous improvement in a fast-paced environment, this is the perfect opportunity for you.
Foundever is a global leader in customer experience solutions, and our Bali team is expanding. We offer a collaborative work culture, competitive compensation, and opportunities for career growth. As a Coach & Team Leader, you will play a pivotal role in shaping the success of our customer service operations while enjoying the vibrant lifestyle Bali has to offer.
Responsibility
- Conduct training sessions to onboard new CSRs and upskill existing team members.
- Monitor and evaluate CSR performance through QA audits and feedback sessions.
- Identify performance gaps and implement corrective action plans.
- Motivate and engage team members to achieve KPIs and service excellence.
- Resolve escalated customer issues with professionalism and efficiency.
- Collaborate with management to develop and refine training materials.
- Foster a positive team culture that encourages continuous learning and improvement.
- Track and report on team performance metrics to senior leadership.
Qualifications
- Minimum 2 years of experience in a customer service or call center environment.
- Proven leadership or coaching experience in a team-based setting.
- Strong communication and interpersonal skills.
- Ability to analyze performance data and provide actionable insights.
- Proficiency in CRM software and Microsoft Office Suite.
- Fluency in English (written and verbal).
- Problem-solving mindset with a focus on customer satisfaction.
- Willingness to work in a hybrid or on-site setting in Bali.