Team Leader Customer Service E-Commerce Fintech

**Position**: Team Leader Customer Service E-Commerce Fintech

**Company**: Convergence

**Location**: Yogyakarta, Jogja, Indonesia

**Contract Details**: Full-time

**Job Summary**:
We are looking for an experienced and motivated Team Leader in Customer Service E-Commerce Fintech to join our team at Convergence in Yogyakarta, Jogja, Indonesia. You will be responsible for leading and managing a team of customer service representatives in providing a high level of customer service to our e-commerce fintech customers. You will be expected to ensure that customer inquiries are responded to quickly and accurately and that customer issues are resolved in a timely and satisfactory manner.

**Responsibilities**:

- Lead and manage a team of customer service representatives to ensure customer inquiries and issues are responded to promptly and accurately.
- Develop and implement customer service policies and procedures to ensure customer satisfaction.
- Monitor customer service representatives' performance and provide feedback and guidance as necessary.
- Ensure customer inquiries and issues are resolved in a timely and satisfactory manner.
- Monitor customer service metrics and develop strategies to improve service levels.
- Develop and maintain relationships with key stakeholders and customers.
- Monitor customer feedback and provide recommendations to management.
- Stay up to date with industry trends and best practices.
- Perform other related duties as assigned.

**Requirements**:

- Bachelor's degree in Business, Management, or a related field.
- At least 2 years of experience in customer service in a leadership role.
- Proven track record of leading and managing customer service teams.
- Excellent customer service and communication skills.
- Knowledge of e-commerce fintech industry and customer service best practices.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.