job description
Join SSG as a Team Leader for our prestigious International Retail Account and take your career to the next level in a dynamic, customer-focused environment. Based in the vibrant locations of Bali, you'll lead a high-performing team, driving excellence in customer service and operational efficiency. At SSG, we believe in empowering our leaders to innovate, inspire, and deliver exceptional results. If you're passionate about leadership, retail, and creating unforgettable customer experiences, this is your opportunity to shine. Discover what's #BetterWithSSG!
As a Team Leader, you will play a pivotal role in shaping the success of our international retail operations. You'll collaborate with cross-functional teams, leverage cutting-edge tools, and implement best practices to ensure seamless service delivery. With a focus on continuous improvement and team development, you'll have the chance to grow your skills and advance your career in a supportive and rewarding workplace.
Why SSG? We offer competitive compensation, comprehensive training, and a culture that values diversity, inclusion, and work-life balance. Plus, you'll enjoy the unique lifestyle and beauty of Bali while building a fulfilling career with a global leader in customer service.
Responsibility
- Lead and mentor a team of customer service representatives, fostering a culture of excellence, accountability, and collaboration.
- Oversee daily operations for the international retail account, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Develop and implement strategies to enhance customer satisfaction, resolve escalations, and improve operational efficiency.
- Conduct regular performance reviews, coaching sessions, and training programs to upskill team members and drive continuous improvement.
- Collaborate with stakeholders, including clients and internal departments, to align on goals, address challenges, and implement solutions.
- Monitor and analyze performance metrics, preparing reports and insights to guide decision-making and strategic planning.
- Ensure compliance with company policies, industry regulations, and best practices in customer service and retail operations.
- Champion a positive and inclusive work environment, promoting teamwork, innovation, and employee engagement.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field (or equivalent work experience).
- Proven experience in a leadership role within customer service, retail, or a call center environment, preferably in an international setting.
- Strong interpersonal and communication skills, with the ability to inspire and motivate teams.
- Excellent problem-solving and decision-making abilities, with a customer-centric mindset.
- Proficiency in using CRM software, Microsoft Office Suite, and other relevant tools for performance tracking and reporting.
- Ability to work flexible hours, including weekends and holidays, as needed to support business operations.
- Fluency in English; additional languages are a plus.
- Passion for retail, customer service, and driving operational excellence.