Job description for Customer Service Leader at PT Tik Star Media Indonesia
About PT Tik Star Media Indonesia
PT Tik Star Media Indonesia is a fast-growing technology company dedicated to empowering merchants and content creators through innovative digital marketing and e-commerce solutions. By leveraging social media platforms and advanced technology, we help brands increase their visibility, maximize sales performance, and build meaningful collaborations with influencers.
We are looking for an experienced Customer Service Leader to lead our Customer Service team, ensure excellent customer experience, and maintain efficient daily operations while achieving the team's service performance targets.
Key Responsibilities
- Lead and supervise the daily operations of the Customer Service team.
- Monitor team performance and ensure service quality meets company standards and SLA.
- Handle customer escalations and resolve complex complaints professionally.
- Coach, train, and develop Customer Service team members.
- Prepare team schedules, monitor productivity, and ensure KPI achievement.
- Coordinate with internal departments to ensure timely issue resolution.
- Analyze customer feedback and recommend service improvements.
- Prepare regular reports on team performance and customer service metrics.
Qualifications
- Bachelor's Degree (S1) in any major.
- Minimum 3 years of experience in Customer Service, Customer Support, or related roles.
- Minimum 1 year of experience leading or supervising a Customer Service team.
- Strong leadership, communication, and problem-solving skills.
- Experience handling customer complaints and service escalations.
- Familiar with CRM systems and Microsoft Office/Google Workspace.
- Able to work in a fast-paced and KPI-driven environment.
- Experience in e-commerce, digital marketing, or technology companies is preferred.
- Willing to work from the office in PIK 2.
