Customer Service Team Leader
PT XanhSM Green & Smart Mobility
- Penuh waktu
- On-site • Jakarta
- Negotiable
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Deskripsi Pekerjaan
- Lead and supervise the Customer Service team to ensure timely shift attendance, compliance with internal procedures, and effective workload distribution.
- Monitor service quality and case resolution to meet SLA and KPI targets, while continuously coaching and supporting team members for optimal performance.
- Oversee call traffic and bookings to maximize conversion rates and revenue from the Call Booking Department.
- Ensure stability of CRM and booking systems, coordinate with vendors to resolve technical issues, and propose improvements for operational efficiency.
- Track team performance, customer feedback, and recurring issues to develop actionable insights, reports, and process improvements.
- Manage staffing schedules to ensure adequate coverage based on forecasted customer demand.
Kualifikasi
- Min. Bachelor's degree in Business Administration, Communications, or a related field.
- Strong leadership and team management skills, min. 4 years in leadership role.
- Excellent communication and conflict resolution abilities.
- Ability to analyze performance data and implement process improvements.
- Good understanding of call center KPIs, SLA management, and customer experience metrics.
- Tech-savvy, with working knowledge of CRM/Booking systems and basic troubleshooting skills.
- Flexible and able to work during peak hours, weekends, or on-call shifts when required
Preferred:
- Experience in the ride-hailing, transport, or tech platform industry.
- We’re looking for a hands-on, data-driven team lead with strong leadership and problem-solving skills. You’re someone who thrives in fast-paced environments and knows how to motivate a team. If you’re detail-oriented, tech-savvy, and passionate about delivering excellent customer service while improving processes — we’d love to meet you.
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XanhSM Indonesia: Leading the Way in Sustainable Mobility Solutions
XanhSM Indonesia is part of GSM, an innovative technology firm that offers Vietnam's premier all-electric multi-service platform, now expanding its revolutionary approach to Southeast Asia. We provide reliable and eco-friendly mobility solutions, including electric taxis, motorbikes, and on-demand express services.
Our Mission:
To create a sustainable, green, and convenient transportation ecosystem that empowers communities to embrace a greener, smarter future. We believe in driving positive change and shaping a technologically advanced landscape for everyone.
Key Achievements by GSM in Just One Year:
- Became the second-largest ride-hailing platform in Vietnam, rapidly establishing itself as a leading player.
- Launched a groundbreaking product that has significantly impacted the transportation industry.
- Earned recognition as one of Vietnam's top 10 highlights within its economy.
The Road Ahead:
XanhSM Indonesia is committed to pushing the boundaries of innovation and sustainability in transportation. Join us in our mission to pioneer the future of mobility across the region and contribute to a cleaner, more sustainable environment for all.
Together, we are creating the blueprint for a green and intelligent future.
