Customer Service Team Leader - Bali (Urgent Hiring)

Join Foundever as a Customer Service Team Leader in beautiful Bali and take your career to the next level! We are urgently hiring a dynamic leader to coach, mentor, and inspire our Customer Service Representatives (CSRs) to deliver exceptional service quality. In this role, you will lead a team of 8-10 CSRs, ensuring they are equipped with the tools and knowledge to handle customer inquiries, complaints, and feedback efficiently. Your primary goal will be to enhance customer satisfaction and drive operational excellence. Whether you're in Canggu, Ubud, Denpasar, Jimbaran, Nusa Dua, Kuta, or Badung, Foundever offers a vibrant work environment and the opportunity to grow in a rapidly expanding company.

At Foundever, we pride ourselves on our commitment to customer service excellence. As a Customer Service Team Leader, you will work closely with our sales and marketing teams to ensure seamless customer interactions across all touchpoints. You will utilize our CRM system, Zendesk, to track and manage customer interactions, and our internal communication tools, Slack, to keep your team informed and aligned. This role is perfect for someone who thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences.

📋 Tanggung Jawab Pekerjaan

Key Responsibilities:

• Lead and mentor a team of 8-10 Customer Service Representatives, providing guidance and support to ensure high performance and customer satisfaction.
• Develop and implement training programs to enhance the skills and knowledge of your team, focusing on best practices in customer service.
• Monitor and analyze customer feedback and performance metrics using Zendesk and other CRM tools to identify areas for improvement.
• Collaborate with sales and marketing teams to ensure consistent and high-quality customer interactions across all channels.
• Resolve customer complaints and escalations promptly and professionally, ensuring customer satisfaction and loyalty.
• Maintain open communication with your team using Slack and other internal tools to keep everyone informed and aligned.
• Participate in regular team meetings and performance reviews to assess progress and provide constructive feedback.
• Stay updated with industry trends and best practices in customer service to continuously improve your team's performance.

🎓 Kualifikasi & Syarat

Kualifikasi & Syarat:

• Bachelor's degree in Business Administration, Communications, or a related field. A Master's degree is a plus.
• Minimum of 5 years of experience in customer service leadership, with a proven track record of improving team performance and customer satisfaction.
• Proven experience using CRM systems, specifically Zendesk, to manage and track customer interactions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with both internal and external stakeholders.
• Strong analytical skills with the ability to interpret customer feedback and performance metrics to drive continuous improvement.
• Proficiency in English, both written and spoken, is a must. Knowledge of Bahasa Indonesia is a plus.
• Certification in customer service leadership or a related field is a plus.
• Ability to work in a fast-paced, dynamic environment with a strong focus on customer service excellence.

🛠️ Keahlian

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