Double Arrow

CRM Team Leader


Job Description

Job Description (includes but not limited to):

  • Answer incoming traffic and respond to customer’s inquiry via all available channels such as Calls, Email, Social Media, etc when needed.
  • Lead the Agents to deliver best solution.
  • Monitor the traffic and take necessary actions to achieve the Service Level.
  • Coach the Agents to improve the performance both inbound and outbound.
  • Conduct training and briefing to the Agents.
  • Prepare daily report to Supervisor.
  • Work together with QA team to improve Contact Center quality.
  • Work together with Supervisor to create scripts.
  • Motivate the agents to achieve both inbound and outbound target.
  • Resolve customer complaints based on SOP and guidance.
  • Help the Agents to Identify and escalate issues to supervisors and other department.
  • Work closely with other Department to solve Customer issues as per SLA and SOP.
  • Identify, and resolve customer complaints using applicable software



  • Minimum D3
  • Age maximum 27
  • Have minimum 1 year experience as Call Center Team Leader or Social Media Specialist
  • Familiar with how Social Media works
  • Have at least basic English skills (speaking and writing)
  • Familiar with Microsoft Office
  • Willing to work extra hours when needed
  • Have pleasant attitude
  • Willing to work in Shifts
  • Committed with working schedule
  • Have the abilities to lead team
  • Have the abilities to motivate Agents
  • Understand on Contact Center terminologies
  • Familiar with Contact Center applications
  • Ready to become role model
  • Able to conduct Briefing and Training
  • Have the abilities to write/create scripts