Job Description
Team Leadership & People Management
- Lead, coach, and develop the Customer Care and Technical Support teams
- Foster a structured, performance-driven team culture
- Establish clear KPIs, accountability, and ways of working
- Balance strong team engagement with discipline and performance management
Customer Care & Operations Excellence
- Oversee end-to-end customer care activities
- Ensure consistent delivery of high-quality service standards
- Act as the escalation point for service and operational issues
- Drive continuous improvement across processes, service quality, and turnaround time
Commercial & Customer Management
- Manage relationships with key local and global customers
- Identify opportunities to expand existing accounts and improve customer satisfaction
- Support solutioning and service alignment based on customer needs
Cross-Functional Collaboration
- Work closely with Operations teams, Business Team, and Product Teams (IT and Product)
- Engage with Key Account stakeholders on regular performance reviews
- Manage alignment for service and knowledge between the Indonesia team and the Manila team
- Ensure strong alignment between commercial commitments and operational execution
Performance & Financial Awareness
- Monitor team performance against KPIs and service metrics
- Build understanding of P&L drivers and support efficiency improvements
- Drive volume retention and growth in line with business objectives
Requirements
- 8–12+ years of experience in customer service, customer care, or customer experience, with at least 5 years in a senior leadership role
- Proven track record of building, leading, and scaling high-performing customer care teams
- Strong understanding of customer service operations, KPIs, SLAs, CSAT, NPS, and quality assurance frameworks
- Experience with customer care technologies and platforms (CRM systems, ticketing tools, contact center software)
- Demonstrated ability to develop customer-centric strategies and improve customer satisfaction and retention
- Excellent leadership, coaching, and people management skills
- Fluent in Bahasa Indonesia and English (written and spoken).
- Experience in fast-growing or high-volume environments is highly preferred.
Tips Menjaga Diri
Perusahaan dan Lowongan di Dealls tidak meminta data pribadi, informasi rekening, atau pungutan ketika melamar. Hindari juga lowongan Google Form / Grup Telegram tanpa keabsahan yang jelas.
Founded in June 2022, IDEKU focus on empowering F&B businesses for success with user-friendly POS, enhanced experiences, and seamless support. By focusing on these aspects, IDEKU can become a valuable partner for F&B businesses, helping them thrive in a competitive industry and provide exceptional experiences to their customers.
IDEKU's Vision To become the most trusted global company for providing effective and efficient business platforms.
IDEKU's Mission To be fully committed in becoming the solution for individuals and business owners through accurate, efficient and reliable systems.
If you're passionate about committing to bring great value to our customers and enjoy working in a great environment, come join us on the journey!
