Customer Service Team Leader

6 days ago

Bali Indonesia Gear Full time 600,000 - 1,200,000 per year


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.


  • Customer Service Team Leader

    4 days ago

    Bali, Indonesia Gear Inc 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,...

  • Customer Service Team Leader

    3 hours ago

    Bali, Indonesia Gear Inc 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,...

  • Team Leader – Customer Service

    4 days ago

    Bali, Indonesia Teleperformance Full time 50,000,000 - 100,000,000 per year

    Job SummaryWe are seeking a dynamic and results-driven Team Leader to oversee a high-performing customer service team. In this role, you will be responsible for driving operational excellence, ensuring service quality, and supporting team development. You will collaborate with Quality Assurance (QA), Training, and other internal stakeholders to maintain high...

  • Customer Service Team Lead

    6 days ago

    Bali, Indonesia Gear Full time $15,000 - $30,000 per year

    About the jobWe 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,...

  • Customer Service Team Lead

    4 days ago

    Bali, Indonesia Gear Inc Full time

    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,...

  • Customer Service Team Lead

    4 days ago

    Bali, Indonesia Gear Inc Full time 6,500,000 - 8,500,000 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,...

  • Team Leader

    6 days ago

    West Denpasar, Bali, Indonesia CV MAJA ERKON Full time 42,000,000 - 48,000,000 per year

    CV MAJA ERKON sedang membuka lowongan untuk posisi Penuh waktu Team Leader di Padangsambian, Bali. Lamar sekarang untuk menjadi bagian dari tim kami.Persyaratan untuk peran ini:Tersedia jam fleksibelDiperlukan 2-3 tahun pengalaman kerja yang relevan untuk posisi iniGaji yang diinginkan: Rp4,500,000 - Rp6,000,000 per bulanKami mencari Team Leader Teknisi AC...

  • Customer Service

    4 days ago

    Bali, Indonesia TP Full time

    Customer Service (Dutch Speaker) – Based in BaliLocation: Bali, IndonesiaHiring Immediately | Relocation Support ProvidedAre your Nationality is Dutch and you are a Dutch speaker with a passion for helping others? Do you dream of working in paradise while delivering world-class customer experiences? Join our team in beautiful BaliWhat You'll Do:* Handle...

  • Customer Service

    6 days ago

    Bali, Indonesia Teleperformance Full time 1,500,000 - 3,000,000 per year

    We're looking for a Japanese native speaker to join our Customer Service team You'll handle customer inquiries, assist with issue resolution, and ensure a smooth experience for Japanese-speaking clients.Must be fluent in Japanese (native) and English, if you can't speak Japanese fluently, please do not apply.Requirements:• Native-level Japanese & good...

  • Team Leader

    6 days ago

    Central Jakarta, Jakarta, Indonesia Talent Insider Full time 5,000,000 - 15,000,000 per year

    About the Company:Talent Insider is an upcoming HR Consultancy Service, founded in 2021. Our clients have been some of the leading brands in Indonesia, and this service continues to expand.Registered in Singapore & Indonesia, we can assist with your growth plans and strategies, and continue to expand our regional presence with strong regional partners to...