Customer Service Team Lead

4 days ago

Denpasar, Bali, Indonesia Gear Inc. Full time 10,000,000 - 20,000,000 per year

About the job

We are seeking a highly motivated and experienced Team Leader to oversee and guide a team of 15 Customer Support Agents (CSAs). This role requires a proactive leader who can inspire performance, ensure operational excellence, and foster a supportive team environment. As a Team Leader, you will play a crucial role in driving service quality, managing escalations, and ensuring that customer satisfaction remains at the forefront. If you have strong leadership skills, a passion for coaching and development, and a proven track record in customer support, we would love to hear from you.

The entire recruitment process at Gear Inc. is conducted using authorized and secure platforms, and all information provided during the process is strictly accessed for recruitment purposes only.

For more information, please visit our websites:

Key skills and experience

  • Bachelor's degree in Business Administration, Communications, Psychology, Sociology, or a related field.
  • Fluent in English (C1 level or higher) with strong verbal and written communication skills.
  • At least 1 year experience in Customer Support or a related industry; leadership experience preferred.
  • Experience working in the gaming industry is a plus.
  • Previous BPO work experience is a plus
  • Strong team management, coaching, and interpersonal skills.
  • High attention to detail, with strong problem-solving and analytical abilities.
  • Proficiency with customer support tools and software is an advantage.
  • Willing to work weekends and public holidays
  • Able to work on shifting schedules, including night shifts
  • Willing to be placed in Denpasar, Bali (full WFO)

Responsibility

Team Management & Leadership

  • Lead, mentor, and inspire a team of 15 Customer Support Agents (CSAs), fostering a positive and high-performance culture.
  • Conduct regular team meetings, briefings, and process updates to ensure alignment and engagement.
  • Remain approachable and available to support CSAs with day-to-day challenges.

Performance Management

  • Ensure smooth execution of all CSA tasks, minimizing operational disruptions.
  • Monitor individual and team performance against KPIs, ensuring daily productivity and service level targets are met.
  • Monitor roster adherence, manage shrinkage, and optimize resource availability.
  • Provide constructive feedback, coaching, and performance evaluations to drive continuous improvement.
  • Identify skill gaps and support ongoing development through targeted training or knowledge-sharing sessions.
  • Track and analyze performance data, preparing reports and recommending process improvements to maximize efficiency

Client Handling

  • Manage client requirements and provide timely and appropriate solutions in line with agreed processes and service standards.
  • Escalate critical issues to the reporting manager promptly.

Benefit:

  • Attractive basic salary
  • BPJS Kesehatan
  • BPJS Ketenagakerjaan
  • Private Health Insurance
  • Monthly internal events
  • Paid leave
  • Festive allowance (THR)
  • Career path

Working Environment:

  • International, fun, and professional working environment:
  • Working closely with experienced foreign experts;
  • Free drinks (coffee, mineral water, etc.)
  • Training and career development opportunities;
  • Sport activities and game room.

Working Location

Gear Inc Taman Dewata, Jalan Imam Bonjol No 502, Denpasar Barat, Bali.

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