job description
Join IDGC as a Customer Service Team Leader in the vibrant heart of Bali and lead a high-performing team dedicated to delivering exceptional customer experiences. This role is perfect for a dynamic professional who thrives in fast-paced environments, excels in team motivation, and ensures operational excellence while fostering a culture of engagement and compliance.
Based in one of Baliâs most sought-after locationsâCanggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badungâyouâll oversee daily operations, drive productivity, and maintain the highest standards of service quality. Your leadership will be instrumental in shaping a customer-centric team that aligns with IDGCâs mission of consistency, innovation, and customer satisfaction.
If youâre passionate about people development, process improvement, and customer success, this is your opportunity to make a tangible impact in a role that blends strategic leadership with hands-on execution.
Responsibility
- Team Leadership: Supervise, mentor, and motivate a team of customer service representatives to achieve KPIs and performance targets.
- Operational Compliance: Ensure adherence to company policies, industry regulations, and service-level agreements (SLAs).
- Performance Monitoring: Track and analyze team metrics (e.g., response times, resolution rates, CSAT scores) and implement improvement strategies.
- Training & Development: Conduct regular coaching sessions, onboarding programs, and skill-building workshops for team members.
- Customer Escalation Management: Handle complex customer inquiries and escalations, providing timely and effective resolutions.
- Process Optimization: Identify inefficiencies in workflows and propose solutions to enhance productivity and service quality.
- Stakeholder Collaboration: Liaise with cross-functional teams (e.g., Sales, IT, HR) to align customer service initiatives with business goals.
- Employee Engagement: Foster a positive work environment through recognition programs, feedback sessions, and team-building activities.
Qualifications
- Proven Experience: Minimum of 3 years in a customer service leadership role (e.g., Team Leader, Supervisor) in call centers or BPO environments.
- Industry Knowledge: Familiarity with call center operations, CRM systems (e.g., Zendesk, Salesforce), and customer service best practices.
- Leadership Skills: Strong ability to inspire, manage, and develop teams in high-pressure settings.
- Communication Excellence: Fluent in English (written and verbal) with exceptional interpersonal and conflict-resolution skills.
- Analytical Mindset: Proficiency in data analysis and reporting to drive performance improvements.
- Problem-Solving: Ability to think critically and resolve complex customer or operational issues efficiently.
- Adaptability: Comfortable working in dynamic, fast-paced environments with shifting priorities.
- Education: Bachelorâs degree in Business, Communications, or related fields (or equivalent work experience).