Customer Service Supervisor

About the Role

The Customer Service Supervisor will play a key role in building and standardizing SEVEN Retail Group’s centralized customer service operations across all Sparks business units.

This role is responsible for handling customer experience operations, supervising customer service agents, improving complaint handling processes, and developing operational SOPs from scratch. The ideal candidate is highly adaptable, process-oriented, and capable of building a strong customer service culture in a fast-paced environment.

What You’ll Do

• Supervise daily customer service operations and ensure service quality standards are consistently achieved
• Handle customer complaints and escalation cases effectively
• Build, implement, and improve Customer Service SOPs, Policies, and workflows
• Monitor and analyze key operational KPIs such as CSAT, NPS, AHT, response time, and resolution metrics
• Conduct coaching, performance monitoring, and team development initiatives
• Collaborate with internal stakeholders to align customer service standards across all Sparks business units
• Cross functional Collaboration : Work closely with internal stakeholders to address customer feedback, prevent recurring issues, and improve services.
• Support the implementation of new tools, systems, and operational processes
• Create improvement plans based on operational findings and customer feedback

Requirements

• Minimum experience as Customer Service Team Leader / Supervisor
• Experience handling and supervising a team of at least 5–10 members
• Strong background in customer complaint handling and operational monitoring
• Experience building SOPs or customer service processes from scratch is a strong advantage
• Strong analytical thinking and people management capability
• Agile, adaptable, and comfortable working in a fast-paced environment
• Familiar with operational KPI management and reporting
• Good written communication skills in Bahasa Indonesia and basic English
• Background from Banking, Telco, Edutech, Retail, or Service Industry is highly preferred
• Bachelor’s Degree (S1) is a plus, but all educational backgrounds are welcome

Working Arrangement

• Full-Time Employee
• Full WFO – HO Bintaro Raya
• Working Hours: 09.00 – 18.00 (flexible based on operational needs)