Customer Service Group Leader - Bali, Indonesia

Join Trip.com Group, a global leader in travel services, as a Customer Service Group Leader in beautiful Bali! This is your chance to lead a dynamic team in delivering exceptional customer experiences while contributing to the growth of one of the world's most innovative travel companies. In this role, you'll oversee a team of 5-7 Customer Service Representatives, ensuring they provide top-notch support to our diverse customer base across Indonesia and beyond. With a focus on customer satisfaction and operational excellence, you'll be part of a team that values continuous learning and professional development.

Based in Bali, you'll work in a vibrant, fast-paced environment where your leadership will make a tangible difference. This is not just a job; it's an opportunity to grow your career in a company that invests in its people and fosters a culture of innovation and collaboration. If you're passionate about customer service and eager to lead a high-performing team, we want to hear from you!

📋 Tanggung Jawab Pekerjaan

• Lead and mentor a team of 5-7 Customer Service Representatives, fostering a positive and productive work environment.
• Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
• Monitor and analyze customer service metrics to identify areas for improvement and drive operational excellence.
• Collaborate with cross-functional teams to resolve complex customer issues and ensure seamless service delivery.
• Train and develop team members to enhance their skills and knowledge in customer service best practices.
• Ensure compliance with company policies and procedures, as well as industry regulations.
• Manage team schedules and workload to ensure efficient service delivery and high customer satisfaction.
• Represent the company at customer events and stakeholder meetings to build and maintain strong relationships.

🎓 Kualifikasi & Syarat

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service leadership, preferably in the travel or hospitality industry.
• Proven track record of successfully leading and managing a team in a customer service environment.
• Strong knowledge of customer service best practices and industry trends.
• Excellent communication, interpersonal, and leadership skills.
• Proficiency in English, both written and spoken.
• Experience with CRM software such as Salesforce or HubSpot is a plus.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

🛠️ Keahlian

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