Customer Service Team Leader

5 days ago

Bali Indonesia Gear Full time


Introduction

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.

Key skills and experience

  • Bachelor's degree in Business Administration, Communications, Psychology, Sociology, or a related field.
  • Excellent English and Chinese communication skills (written, spoken, listening, and reading) with minimum B2 level for Simplified Chinese and B2 level for English
  • 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.

Working Location

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


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