Customer Relation Representative

About the role

Lead, direct, and monitor a Customer Relation Representative team in executing customer service activities. Ensure all service activities comply with SOP, SLA, and established quality standards.

Key responsibilities

• Monitor and evaluate team KPI achievement, including customer satisfaction, service quality, productivity, and complaint resolution
• Provide coaching, briefing, and feedback regularly to team members to improve performance
• Handle and escalate customer complaints or issues requiring higher-level resolution
• Analyze customer feedback, complaints, and team performance to determine necessary improvements
• Coordinate with various stakeholders and internal departments in resolving customer issues
• Prepare and deliver operational performance and customer service reports regularly
• Ensure discipline, attendance, grooming, and professionalism of all team members
• Identify potential improvements in service processes to enhance customer experience
• Take responsibility for achieving team targets and service quality

About you

• Minimum Diploma or Bachelor's degree from any field
• Minimum 2–3 years of experience in Customer Service/Customer Relation, with supervisory experience as an advantage
• Experience leading and managing a team
• Strong leadership, communication, coaching, and problem-solving skills
• Customer-oriented with ability to handle customer complaints professionally
• Accustomed to working with targets, KPIs, and SLAs
• Good data analysis and reporting capabilities
• Able to operate Microsoft Office, particularly Excel
• Willing to work with shift systems if required
• Good coordination and stakeholder management skills