contact center team leader

Persyaratan Umum

Deskripsi Pekerjaan

EV Charging Station Network We’re looking for an experienced Contact Center Team Leader to lead our customer service team and ensure excellent service across our EV Charging Station network. REQUIREMENTS Minimum 2 years’ experience in Contact Center / Customer Service leadership. Banking or Financial Services experience is highly preferred. Intermediate English, spoken and written. Strong experience in customer service, complaint handling, escalation, and operations. Experienced in team leadership, coaching, and performance management. Familiar with CSAT, AHT, SLA, QA, Productivity, and Attendance. Understanding of financial transactions, payment issues, refunds, billing, or reconciliation is a plus. Strong communication, analytical, and problem-solving skills. Familiar with CRM, ticketing, and reporting tools. Comfortable working in a 24/7 shift environment. KEY RESPONSIBILITIES Lead daily Contact Center operations and team performance. Monitor KPIs and drive service improvement. Coach and develop team members. Handle customer complaints, payment, billing, refund, and transaction-related issues. Ensure SOP, service, and financial handling standards are followed. Coordinate with Finance, Operations, and Technical teams to resolve customer issues. Analyze performance and customer data to provide actionable insights. Prepare regular operational and performance reports for management. Job summary CRM, ticketing, and reporting tools

Keahlian yang Dibutuhkan

Tentang Perusahaan

PT Armada Lintas Katulistiwa

Customer Service

PT Armada Lintas Khatulistiwa adalah perusahaan yang bergerak di bidang layanan Road Side Assistance (RSA) dengan cakupan operasional yang menjangkau 31 provinsi di seluruh Indonesia. Kami menyediakan berbagai layanan darurat di jalan seperti towing kendaraan, jump-start aki, penanganan ban kempis (flat tire), hingga pengantaran bahan bakar (fuel delivery). Dengan komitmen tinggi terhadap kecepatan dan keandalan, tim kami siap menjemput dalam waktu maksimal 1 jam sejak permintaan diterima. Didukung oleh layanan call center 24 jam yang aktif setiap hari, PT Armada Lintas Khatulistiwa hadir sebagai mitra terpercaya yang siap membantu pelanggan kapan pun dibutuhkan—24/7 tanpa henti.