Customer Support Representative – Lead

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IBMC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

⚖️ Legal

📣 Marketing

📦 Logistics

Legal • Marketing • Logistics

IBMC is a Indonesia-focused business services firm that helps local and international companies enter and operate in Indonesia. They provide HR outsourcing and recruitment (including customer support, tech, and healthcare staffing), employer-of-record services, consulting, tax and accounting, incorporation assistance, market research, business licensing, and certification support (e. g. , Halal, GMP, export). IBMC emphasizes local regulatory expertise, tailored B2B services, and client-focused support to simplify compliance and accelerate growth in the Indonesian market.

📋 Description

• Supervise daily customer support queue operations across email and live chat. • Monitor team bandwidth and ensure accurate, timely responses during operational hours. • Handle and resolve high-priority, complex, or sensitive customer escalations. • Review support tickets, monitor response quality, provide feedback, and conduct training sessions for support agents. • Create and update internal knowledge bases, SOPs, and customer-facing FAQ guides. • Answer customer inquiries, guide users through products and services, and educate them on product functionalities. • Track customer support metrics including CSAT, First Response Time, and Resolution Rate. • Report regular performance insights to IBMC and client stakeholders.

🎯 Requirements

• Bachelor’s Degree in Communications, Business, Business Administration, or a related field. • Minimum 3–4 years of customer support experience. • At least 1–2 years in a leadership, supervisory, or team lead role. • Flawless professional written and spoken communication skills in English and Bahasa Indonesia. • Strong proficiency with helpdesk ticketing systems such as Zendesk, Freshdesk, or Intercom. • Strong proficiency with live chat platforms. • Ability to remain calm, analytical, and polite when managing difficult customer escalations under pressure. • Familiarity with customer service metrics including CSAT, SLA, and FRT. • Experience creating support documentation and SOPs.

🏖️ Benefits

• Direct career oversight and professional development under IBMC. • Collaborative and supportive team environment supporting a growing Bali-based enterprise.