Customer Service Team Leader (Yogyakarta)

Join PT Horizon Internusa Persada, a leading company in customer service excellence, as our next Customer Service Team Leader in Yogyakarta. In this pivotal role, you will lead a dynamic team of customer service professionals, ensuring exceptional customer satisfaction and driving our company's growth. With a strong focus on customer-centric solutions, PT Horizon Internusa Persada is committed to delivering top-notch service across various industries. As a Customer Service Team Leader, you will play a crucial role in shaping our customer service strategy and implementing innovative solutions to enhance the customer experience.

In this role, you will oversee daily operations, train and mentor your team, and ensure that all customer interactions are handled with the highest level of professionalism and efficiency. You will work closely with cross-functional teams to resolve customer issues, set performance benchmarks, and continuously improve our customer service standards. PT Horizon Internusa Persada offers a collaborative and supportive work environment, where your leadership and dedication will be recognized and rewarded.

📋 Tanggung Jawab Pekerjaan

• Lead a team of customer service representatives, setting performance goals and providing ongoing coaching and development.
• Monitor and analyze customer feedback to identify trends and areas for improvement.
• Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
• Ensure compliance with company policies and industry regulations.
• Collaborate with marketing and sales teams to align customer service efforts with business objectives.
• Manage customer complaints and escalations, ensuring timely and effective resolution.
• Monitor team performance metrics and provide regular reports to management.
• Stay updated with industry best practices and trends in customer service.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service leadership roles.
• Proven track record of successfully leading and developing customer service teams.
• Strong knowledge of customer service software such as Zendesk, Freshdesk, or similar tools.
• Excellent communication and interpersonal skills.
• Ability to analyze data and provide actionable insights.
• Certification in customer service management or a related field is a plus.
• Fluency in English and Bahasa Indonesia is required.

🛠️ Keahlian

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