Customer Service Operations (Project Based)

✅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

Team Leader/Supervisor role , minimum

3 years of experience in helpdesk or customer service operations . Fluent in

English , both written and spoken. Strong understanding of

customer experience standards and customer journey concepts . Excellent leadership, communication, and problem-solving skills. Strong analytical ability for

data analysis and performance reporting . Detail-oriented with strong attention to service quality. Certification in

contact center or helpdesk operations

is preferred.

Job Responsibilities: Lead and supervise customer service agents through scheduling, monitoring, coaching, and daily briefings. Ensure high-quality customer service delivery and handle customer complaints or escalations effectively. Monitor team performance and ensure service levels (SLA), including call response time and resolution targets, are achieved. Coordinate with internal teams to resolve operational issues and ensure all support systems and tools function properly. Prepare performance reports, analyze operational data, and recommend service improvements. Support service improvement initiatives, team development programs, and quality service management activities. Ensure team members are engaged in training, certification programs, and continuous performance development.

Location:

LRT Operational Sites Working Schedule:

Office Hours (8x5)