job description
Join PT Danarta Anugrah Divina as a Customer Service Team Leader in the vibrant heart of Bali! This is your opportunity to lead a dynamic team in delivering exceptional service to our valued clients while fostering a high-performance culture. Based in Badung (covering areas like Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, and Kuta), you’ll play a pivotal role in shaping customer experiences and driving operational excellence in our call center and consumer services division.
As a Team Leader, you’ll oversee daily operations, inspire your team to meet and exceed targets, and ensure seamless service delivery. Your leadership will directly impact customer satisfaction, team productivity, and business growth. If you’re a motivated professional with a passion for people management and service excellence, we want to hear from you!
Enjoy a competitive salary (IDR 3M–4M/month), a collaborative work environment, and the chance to grow your career in one of Indonesia’s most exciting industries. Apply today and take the next step in your leadership journey!
Responsibility
- Lead and supervise a team of customer service representatives to ensure high-quality service delivery and adherence to company standards.
- Monitor and evaluate team performance, providing constructive feedback and coaching to drive continuous improvement.
- Develop and implement strategies to enhance team productivity, efficiency, and customer satisfaction metrics.
- Handle escalated customer inquiries or complaints, resolving issues promptly and professionally.
- Collaborate with cross-functional teams to streamline processes and improve service workflows.
- Conduct regular team meetings, training sessions, and performance reviews to maintain a motivated and skilled workforce.
- Track and report on key performance indicators (KPIs) such as response times, resolution rates, and customer feedback.
- Ensure compliance with company policies, industry regulations, and service-level agreements (SLAs).
Qualifications
- Minimum 2+ years of experience in a customer service or call center environment, with at least 1 year in a leadership or supervisory role.
- Proven ability to manage, mentor, and motivate teams to achieve targets in a fast-paced setting.
- Excellent communication skills in Bahasa Indonesia and English (written and verbal).
- Strong problem-solving and conflict-resolution abilities with a customer-centric approach.
- Proficiency in CRM software, call center tools, and Microsoft Office Suite (Excel, Word).
- High emotional intelligence and interpersonal skills to build rapport with team members and clients.
- Ability to work flexible hours, including weekends or holidays, as required by operational needs.
- Bachelor’s degree in Business, Communications, or a related field is a plus.