job description
Join Ubiquity, one of the fastest-growing BPO companies in Asia, as a Customer Service Team Leader in the vibrant heart of Bali! This is your chance to lead a dynamic team, drive operational excellence, and shape the future of customer experience in a thriving international environment.
As a Team Leader, you will oversee a group of customer service professionals, ensuring they deliver exceptional support while meeting performance targets. You’ll act as a bridge between frontline agents and management, fostering a culture of collaboration, continuous improvement, and customer-centric solutions. With Bali’s unique work-life balance, you’ll enjoy a rewarding career in a tropical paradise.
Ubiquity offers competitive compensation, career growth opportunities, and a supportive work environment. If you’re a motivated leader with a passion for customer service, we want to hear from you!
Responsibility
- Lead, mentor, and coach a team of customer service agents to achieve KPIs and service level agreements (SLAs).
- Monitor and analyze team performance metrics, providing actionable feedback to improve efficiency and quality.
- Resolve escalated customer inquiries and complaints with professionalism and urgency.
- Develop and implement training programs to enhance agent skills and product knowledge.
- Collaborate with cross-functional teams to streamline processes and improve customer satisfaction.
- Conduct regular team meetings, one-on-one sessions, and performance reviews.
- Ensure adherence to company policies, compliance standards, and data security protocols.
- Identify opportunities for process improvements and contribute to strategic initiatives.
Qualifications
- Minimum 3+ years of experience in a customer service or call center environment, with at least 1 year in a leadership role.
- Proven track record of meeting and exceeding performance targets in a fast-paced setting.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong analytical and problem-solving abilities with a data-driven mindset.
- Proficiency in CRM systems (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
- Fluency in English (written and verbal); additional languages are a plus.
- Ability to work flexible shifts, including evenings, weekends, or holidays as needed.
- Bachelor’s degree in Business, Communications, or a related field is preferred.