We're looking for a Customer Service Lead who can keep the team performing, customers happy, and operations running smoothly.
What You'll Do
- Lead and motivate the CS team to achieve daily targets
- Monitor SLA, productivity, quality, and customer satisfaction
- Take over high-level complaints and escalations
- Review CS performance and provide coaching & feedback
- Develop and improve SOP, scripts, and service processes
- Work closely with Ops, Collection, Risk & Compliance
- Ensure customer handling follows company policy and OJK regulations
What We're Looking For
- 2 years experience in Customer Service
- Previous experience as CS Lead / Supervisor is preferred
- Background in Fintech or P2P Lending
- Strong leadership and people-management skills
- Good communication and complaint-handling skills
- Familiar with CS KPI, SLA, QA, and reporting
- Understanding of OJK regulations and P2P Lending is a plus
- Fast learner, problem solver, and comfortable in a fast-paced environment
