Key Responsibilities

Customer Service Operations

• Lead daily customer service operations across assigned service channels.
• Act as the operational shift leader and ensure smooth service delivery.
• Ensure customer inquiries, complaints, and requests are handled accurately and within agreed service standards.
• Handle complex, sensitive, or high-impact customer cases and escalations.
• Ensure operational priorities are effectively executed within the assigned shift.

Team Leadership & Development

• Lead, coach, and develop customer service agents to improve productivity and service quality.
• Conduct regular performance reviews, coaching sessions, and on-the-job monitoring.
• Identify capability gaps and coordinate relevant training and development programs.
• Foster a culture of ownership, teamwork, continuous learning, and customer service excellence.

Quality & Customer Experience

• Maintain and implement customer service quality standards.
• Review customer interactions and feedback to identify service gaps and improvement opportunities.
• Ensure customer communication is professional, accurate, empathetic, and consistent.
• Provide frontline insights and customer feedback to support improvements in the customer journey.
• Identify recurring customer issues and work with relevant teams to address root causes.

Workforce & Performance Management

• Monitor customer contact volume, workload, staffing requirements, schedules, productivity, response times, resolution rates, and service levels.
• Support workforce planning and ensure team schedule adherence.
• Analyze operational data and provide recommendations to improve team and business performance.
• Follow up on performance gaps through structured action plans.
• Manage attendance, leave planning, staffing coverage, and schedule adherence.

Stakeholder & Vendor Management

• Collaborate with automation and digital service teams to improve self-service capabilities and reduce repetitive customer contacts.
• Work cross-functionally with E-Commerce, IT, Store/Business Operations, Logistics, and Customer Experience teams.
• Coordinate with external BPO or customer service vendors when required.
• Support the resolution of recurring operational and customer-related issues.

Reporting & Governance

• Monitor and report key performance indicators including service level, productivity, quality, customer satisfaction, resolution, and escalation metrics.
• Provide regular operational updates and insights to management.
• Ensure customer data, case handling, documentation, and operational processes comply with internal policies and applicable requirements.
• Maintain SOPs, escalation procedures, knowledge references, and business continuity guidelines.

Daily Operational Ownership

• Monitor real-time operational performance and take immediate corrective action when required.
• Ensure smooth handovers between shifts.
• Act as the person-in-charge for daily customer center operations during assigned shifts.
• Manage operational disruptions, customer escalations, staffing issues, and unexpected increases in customer volume.
• Ensure consistent service quality during peak periods, campaigns, and high-volume situations.

Requirements

Technical / Functional Skills

• Strong understanding of customer service operations, case management, escalation handling, and quality assurance.
• Experience with workforce monitoring, scheduling, capacity planning, and service-level management.
• Ability to analyze operational reports and use data for decision-making.
• Familiarity with CRM, ticketing systems, customer service platforms, knowledge management systems, and digital support channels.
• Experience in retail, e-commerce, or omnichannel customer service environments is preferred.

Soft Skills

• Strong leadership, coaching, decision-making, and problem-solving capabilities.
• Customer-oriented mindset with excellent communication and stakeholder management skills.
• Able to work effectively under pressure and manage multiple priorities.
• Strong ownership, attention to detail, adaptability, and continuous improvement mindset.
• Hands-on approach to coaching and developing frontline teams.
• Willing to actively support frontline operations and lead by example during challenging or peak periods.

Qualifications

• Bachelor's degree in Business, Management, Communication, Customer Experience, or a related field.
• 3–5 years of experience in Customer Service, Contact Center, Customer Experience, E-Commerce Operations, or related functions.
• 2–3 years of experience leading frontline customer service teams.
• Proven experience managing service performance, customer escalations, quality assurance, and team development.
• Experience managing BPO or external customer service vendors is preferred.
• Familiarity with e-commerce platforms and customer support operations is an advantage.
• Strong ability to interpret operational data and identify improvement opportunities.
• Good written and verbal communication skills in Bahasa Indonesia and English.
• Comfortable working cross-functionally with strong ownership and operational discipline.
• Proven experience in coaching, mentoring, and developing frontline customer service personnel.