Senior Team Leader E-Commerce (English Speaker)

About the role

We are seeking a Senior Team Leader E-Commerce (English Speaker) to join PT Indotel Maju Bersama in Yogyakarta. This is a full-time position that offers a strategic opportunity to lead and manage high-performing customer service teams within our e-commerce operations. As a Senior Team Leader, you will play a crucial role in driving operational excellence, ensuring superior customer satisfaction, and achieving key performance indicators across our e-commerce support functions. Your leadership will directly impact the quality of service delivery and the success of our customer engagement initiatives.

Key responsibilities

• Lead, mentor and supervise a team of customer service representatives, ensuring they maintain high performance standards and deliver exceptional customer experiences

• Monitor team performance metrics and KPIs, including response times, resolution rates, customer satisfaction scores and adherence to quality standards

• Develop and implement coaching and training programmes to enhance team skills, product knowledge and service delivery capabilities

• Manage schedule planning, workforce allocation and resource optimisation to ensure adequate coverage and operational efficiency

• Handle escalated customer issues and complex inquiries, providing timely resolution and maintaining customer relationships

• Conduct regular one-to-one meetings with team members to provide feedback, support career development and address performance concerns

• Collaborate with other departments including operations, quality assurance and management to streamline processes and improve service delivery

• Prepare reports and analysis on team performance, trends and areas for improvement, presenting findings to senior management

• Ensure compliance with company policies, procedures, data protection regulations and customer service standards

• Identify opportunities for process improvement and implement best practices to enhance operational efficiency

What we're looking for

• Minimum 3-5 years of experience in a customer service leadership or supervisory role, preferably within an e-commerce or call centre environment

• Fluent English language skills, both written and spoken, with the ability to communicate clearly with diverse stakeholders

• Proven track record of successfully leading and motivating teams to achieve performance targets and maintain high service standards

• Strong knowledge of e-commerce platforms, customer service processes and multi-channel support operations

• Excellent analytical and problem-solving abilities with the capacity to make data-driven decisions

• Demonstrated experience in performance management, including setting objectives, monitoring progress and providing constructive feedback

• Strong organisational and time management skills with the ability to prioritise multiple tasks and manage competing demands

• Proficiency in customer service software, CRM systems and reporting tools

• Ability to work collaboratively in a fast-paced, dynamic environment and adapt to changing business needs

• Excellent interpersonal skills and the ability to build positive relationships with team members, colleagues and customers

• Indonesian language proficiency is advantageous but not essential

What we offer

PT Indotel Maju Bersama is committed to providing a supportive and rewarding workplace for our employees. We offer competitive remuneration packages, opportunities for professional development and career advancement within a growing organisation. Our team-oriented culture emphasises collaboration, innovation and continuous improvement. We provide ongoing training and development programmes to help you enhance your skills and progress in your career. Additionally, we offer health and wellness benefits, flexible working arrangements where applicable, and a supportive work environment that values employee wellbeing and work-life balance. We are an equal opportunities employer and welcome applications from all qualified candidates.

About us

PT Indotel Maju Bersama is a leading customer service and e-commerce support provider committed to delivering exceptional service to our clients and their customers. With a strong focus on operational excellence, innovation and customer satisfaction, we have established ourselves as a trusted partner in the e-commerce and customer service industry. Our mission is to provide outstanding support solutions that drive business growth for our partners whilst creating a positive and engaging workplace for our team members. We pride ourselves on fostering a culture of continuous improvement, teamwork and professional development, where employees are empowered to make a meaningful contribution to our success.

Apply now

If you are an experienced leader with strong English communication skills and a passion for delivering exceptional customer service, we would love to hear from you. Please submit your CV, cover letter and any relevant certifications to our recruitment team. Join PT Indotel Maju Bersama and make a significant impact in shaping the future of our e-commerce customer service operations.