Customer Services Team Leader

Tanggung Jawab: - Lead and supervise the Customer Service team in handling inquiries and complaints across social media channels - Ensure service quality, response time, and consistent brand representation - Coach, mentor, and evaluate team performance - Manage complex escalations and coordinate with relevant stakeholders for resolution - Compile customer feedback and prepare regular reports with actionable insights Kualifikasi: - Minimum 2–3 years of experience in customer service (preferably Retail/F&B/Hospitality), with at least 1 year in a supervisory role - Diploma or Bachelor’s degree in Communication, Literature, or a related field - Good in English communication skills (written & verbal) with strong attention to detail - Proficient in social media platforms and customer service tools (e.g., Zendesk) - Strong leadership, problem-solving, and reporting skills; willing to work shifts