Help Desk Team Lead - Jakarta Metropolitan Area - Lintasarta

    Lintasarta
    Lintasarta Jakarta Metropolitan Area

    23 jam yang lalu

    Deskripsi

    Qualifications:

    • Diploma or Bachelor's degree (D3/S1), preferably in
      Telecommunications, IT, or related field
      .
    • Minimum
      1 year of experience in helpdesk, call center, or contact center operations
      .
    • For
      supervisor/team leader roles
      , minimum
      3 years of experience in helpdesk or customer support operations
      .
    • Fluent in
      English
      , both written and spoken.
    • Strong understanding of
      customer experience standards and customer journey concepts
      .
    • Excellent communication, listening, negotiation, and problem-solving skills.
    • Strong leadership ability with good team coordination skills.
    • Patient, empathetic, and able to handle customer complaints professionally.
    • Willing to be a PKWT contract employee for the Lintasarta project
    • Willing to work full-time in the office

    Job Responsibilities:

    • Lead and supervise the inbound support team in handling customer inquiries via phone, email, and applications.
    • Ensure all customer requests are properly logged into the ticketing system and assigned to the appropriate department.
    • Monitor ticket handling to ensure responses and resolutions meet defined
      SLA targets
      .
    • Manage escalations and coordinate with internal teams to resolve complex or unresolved cases.
    • Ensure service quality aligns with company
      customer experience standards
      .
    • Prepare performance reports, analyze service trends, and provide recommendations for service improvement.
    • Ensure team readiness during operational hours, including standby support during public holidays.


    Location:
    LRT Operational Sites


    Working Schedule:
    Office Hours (8x5)


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