Total 7 Manager level Customer Service job vacancies in Surabaya, East Java

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top Reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Manages team members in the day-to-day performance of work, provides leadership and coaching.
• Performs transaction monitoring to ensure client's service quality is consistently achieved in accordance to service level standards set.
• Coordinates and distributes work, monitors workloads and backlogs and makes necessary adjustments.
• Identifies areas of improvement and to be able to introduce new structures and improved processes as required.
• Foster team discipline, communication and morale to strengthen teamwork within the team.
• Work with clients and execute service recovery actions resulting from service shortfall.
• Constantly update and reinforce the team on existing products, services and operational procedures.
• Ensure that team members are fully briefed on new information within agreed time frame in order to effectively carry out their role.
• Collate and report the agreed statistics (in their respective job scope) on a daily, weekly and monthly basis.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Diploma, Bachelor’s Degree, Professional Degree
• Preferably with 3 years of relevant experience in handling contact centre cases in a call centre or service industry environment.
• Proven experience in managing teams, including monitoring performance, coaching, and providing feedback to improve service standards.
• Familiarity with government services and procedures is highly advantageous.
• Excellent problem-solving and decision-making skills, with the ability to handle escalated customer enquiries and complaints effectively.
• Strong leadership and interpersonal skills, with the ability to motivate and manage a team to achieve service excellence.
• Excellent verbal and written communication skills in English and the language of the supporting market.

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Visit www.tdcx.com for more info.

Responsibilities

• Oversee daily salon operations
• Hire and train beauticians, as needed
• Organize employees’ shifts, considering peak times and seasonality
• Order products, like creams and essential oils and replenish stock
• Arrange for regular maintenance services for all equipment
• Apply hygiene practices across all beauty stations
• Ensure all beauty treatments meet high quality standards
• Maintain staff records, including salaries and working schedules
• Promote services, products and discounts on social media
• Receive payments from clients and track all transactions
• Keep updated records of costs and revenues (e.g. daily, monthly and quarterly)
• Run online competitions and offer discount packages to attract new customers

Requirements and skills

• Proven work experience as a Beauty Salon Manager or similar role
• Good knowledge of beauty treatments and products (e.g. for skin care)
• Basic bookkeeping knowledge
• Excellent organizational skills
• Ability to handle customers’ requests and complaints with grace
• Able to work on weekend and public holiday

We are seeking an experienced Senior Beauty Centre Manager with strong expertise in hair and beauty services to lead advanced salon operations, deliver specialised technical services, and drive business growth. The role requires strong expertise in hair chemical services, scalp care treatments, and client management, along with leadership capabilities in a fast-paced salon environment.

This is a senior-level role requiring both technical expertise and leadership responsibility in salon operations.

Key Responsibilities

• Provide advanced consultation and customised solutions for hair, scalp, and beauty treatments
• Perform specialised services including:
• Hair colour correction and advanced colouring techniques
• Keratin, rebonding, and chemical restructuring treatments
• Scalp care and hair strengthening treatment programs
• Manage and oversee daily salon operations to ensure high service standards
• Lead, train, and mentor junior stylists and therapists to improve technical skills and performance
• Handle high-value clients and provide premium customer experience
• Analyse customer needs and recommend suitable treatment plans and product solutions
• Monitor sales performance and contribute to revenue growth through service excellence
• Maintain strict hygiene, safety, and professional standards in all operations
• Ensure proper stock control, product usage, and operational efficiency
• Drive business growth through client retention strategies and service excellence

Requirements

• Minimum 5 years of relevant experience in the hair and beauty industry

• Strong expertise in chemical treatments, colour correction, and scalp care

• Proven experience in handling premium clients and complex cases

• Leadership experience in managing salon teams and operations

• Good communication and consultation skills

• Ability to work in a fast-paced, service-oriented environment

• Relevant certifications and experience in hairdressing, beauty therapy, or related field preferred

A Day in the Life:

• Meet given sales target and revenue growth

• Develop potential sales leads and businesses

• Generate sales leads and businesses (with cues from Marketing or external)

• Visit sites to service clients to obtain feedback on project quality and solicit new clients

• Attend networking sessions to solicit for new businesses

• Establish good working relations with new and existing clients for potential businesses

• Manage client’s expectations on project, event or exhibition requirements

• Liaise with clients on project details, design concepts and requirements for exhibitions and events

• Brief designers on specifications and concepts of project

• Work with designers on concept requirements and designs based on client’s requirements

• Budgeting and cost management for submission and client's review

• Prepare tender documents

• Determine selling price based on approved GP

• Work with Operations to deliver projects based on client’s requirements

• Responsible for operations execution of projects based on clients’ requirements

• Assist Operations to resolve operational issues related to projects and supervise contractors / vendors during the event

• Conduct quality inspections to ensure that products are built according to clients’ specification

• Follow up with clients for feedback on event

• Manage and ensure all administrative requirements of the projects are completed on time

• Any other ad-hoc matters that is required for the team

What We are Looking For:

• Minimum Degree / Diploma, preferably in Events / Hospitality / Construction Management

• 2 to 3 years of experience in an Exhibitions and Events environment

• Possess knowledge in conceptual design drawing and floor plan

• Proficient in Microsoft Office Suite such as Microsoft Word / Excel / Project

• Good communications and interpersonal relation skill

• Meticulous and able to multi-task

• Knowledge on furniture, material and finishing will be an added advantage

• Confident in managing a team to run an operation

• Pragmatic and precise in assigning task

(Candidates with more experience will be considered for the Assistant Manager position)

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top Reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.
• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.
• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.
• Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.
• Navigating the team to ever changing landscape of the business by comminicating and manage change.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Candidate must possess at least a Bachelor's Degree or Professional Degree in any field.
• Minimum 5 years of working experience in the related field in managing 15 seats and above is required for this position
• Excellent understanding of contact centre operation
• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs
• Organizational and time management skills
• Effective facilitation skills in client and staff meetings
• Excellent verbal and written communication skills in English and the language of supporting market

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX delivers robust coverage across Asia, Europe, and the U.S.

Visit www.tdcx.com for more info.

Job Summary

The Assistant Centre Manager oversees daily centre operations and administration to ensure a professional experience for students and parents. This role supports enrolment and retention targets, manages customer service, and maintains operational efficiency while preparing for future team leadership.

Responsibilities

• Collaborate with the District Manager to retain students and achieve enrolment targets by tracking and reporting enrolment, assessment, and withdrawal data to headquarters.
• Follow up with parents to maintain ongoing engagement and support student retention.
• Deliver timely, professional responses to customer enquiries and resolve issues within agreed timeframes using empathetic and accurate communication.
• Oversee daily centre operations to ensure efficiency and a safe, clean environment.
• Manage and update the student management system for enrolments, assessments, and withdrawals to maintain accurate records.
• Maintain adequate stock levels of student resources, stationery, and merchandise.
• Manage petty cash and support payment processes, including following up on outstanding payments.
• Perform ad hoc administrative duties to support centre operations.
• Provide direction and guidance to centre executives to foster collaboration and knowledge sharing.
• Escalate complex or urgent issues to management promptly.
• Supervise junior staff with a supportive leadership approach to promote team development.

Preferred competencies and qualifications

• Bilingual proficiency in Mandarin and English to facilitate effective communication with diverse stakeholders.
• Strong spoken and written communication skills to engage with students, parents, and team members clearly and professionally.
• Highly organised with effective time management and attention to detail to ensure smooth centre operations.
• Proactive and adaptable in a fast-paced environment to respond efficiently to changing demands.
• Warm, kind, and nurturing demeanor when interacting with children and parents to build trust and rapport.

About the Role:
The Sr. Operations Support Manager (OSM) works leads a team and works closely with Regional Security Managers and executive-level client stakeholders. It is a high-visibility role responsible for regional end-to-end project management, data analysis, and communication of results to senior leaders. The Sr. OSM plays a critical role in managing regionally based support roles across multiple disciplines, driving continuous improvement initiatives, and ensuring the smooth execution of operational processes in a matrixed environment. Acting as a liaison between internal teams and the client, this role supports the development and implementation of security programs, drives strategic initiatives, and ensures accountability for key deliverables across the region.

Job Responsibility:
In this role, you’ll lead a team and manage ongoing security projects, ensuring alignment with enterprise goals. You’ll gather and analyze data related to significant security events, generate reports, and present insights to regional and global leadership. You’ll also coordinate with stakeholders, manage executive-level requests, develop procedural documentation, and facilitate both client and internal meetings. Your responsibilities will include supporting new site security launches, identifying process improvements, and presenting findings to large audiences. You’ll be a key contributor to the organization’s success by ensuring operational readiness, reporting accuracy, and clear communication across all levels of engagement.

Job Requirements:
We are looking for a seasoned professional with a bachelor’s degree and at least 5+ years of relevant experience, or an equivalent combination. 3+ years of people leadership is essential. Since you will be communicating with senior leaders, it’s critical that you have strong verbal and written communication skills and are comfortable in front of large audiences. You’ll need to be self-motivated and be able to work under pressure in a fast-paced environment.

You should bring exceptional organizational and time management skills, with the ability to juggle multiple priorities seamlessly. A proactive, solution-oriented mindset is key to thriving in this role. You’ll need to excel at prioritizing tasks effectively and anticipate the needs of the team to stay ahead of the curve. You will need effective communication and presentation skills, and a proactive, adaptable mindset in a fast-paced, matrixed environment. In this role, you’ll need to be proficient in Microsoft Office applications – including SharePoint, PowerPoint, Excel and PowerBI.

On occasion, you may be asked to travel across the region to support the Regional Director of Security Operations (10% of the time), so a passion for travel is essential. This role will also have to work nights and weekends to support high priority events. You’ll also need to be comfortable with the occasional work during out-of-office hours to support the business during high priority events and emergencies.