Deskripsi pekerjaan
Perusahaan menyediakan layanan penanganan kasus komprehensif dengan fokus pada pencegahan dan penyelesaian masalah pelanggan secara profesional. Kami berdedikasi tinggi dalam menjaga kepuasan pelanggan serta melindungi reputasi perusahaan melalui manajemen penanganan keluhan yang efektif. Sebagai Junior Case Manager (Customer Service), Anda bertugas menangani manajemen kasus dari awal hingga akhir secara proaktif, menyelidiki akar permasalahan keluhan, berkoordinasi lintas departemen untuk mencari solusi, serta merancang dan mengimplementasikan rencana penyelesaian konflik dengan pelanggan. Anda juga bertanggung jawab mendokumentasikan interaksi kasus, melaporkan tren keluhan untuk perbaikan berkelanjutan, serta mewakili suara pelanggan di dalam perusahaan secara profesional.
Tanggung jawab: Handling “End to end” Case Management; Proactively manage and resolve difficult complaints until they are resolved; Communications & Customer Relations , being the primary point of contact, building trust, and providing status updates; In-depth Problem Analysis , investigating the root cause of complaints and their impact on customers; Cross-Department Coordination , collaborating with internal teams to obtain solutions and resources; Solution Development & Implementation , designing and implementing resolution plans, including negotiations with customers; Flexibility & Autonomy , have flexibility and autonomy in decision making when handling complaints; Internal Customer Advocacy , representing the voice of customers within the company; Risk & Reputation Mitigation , preventing problem escalation and protecting company reputation; Identify Systemic Problems , collaborate with all internal customer service teams to understand the issues that occur and prevent problems from recurring; Documentation & Reporting , recording case interactions and reporting complaint trends for improvement; Post-Resolution Follow-up , ensuring the solution is successful and customer satisfaction is maintained; Requirements:.
Kualifikasi: Min. Bachelor's degree (Business Management, Communication, Customer Service, etc.); Min. 3-5 years of experience as Customer Service, with a focus on handling complex complaints or VIP customers; Have empathetic, persuasive and professional verbal and written communication skills; Strong in analysis to identify root causes and find innovative solutions; Experienced in negotiation and conflict mediation for positive outcomes; Organized, able to manage multiple cases at once with attention to detail and deadlines; Able to work effectively in a team and build relationships between departments; Able to work under pressure, manage emotions; Highly committed to customer satisfaction and a strong desire to resolve problems; Technology: Proficient with CRM systems (e.g., Zendesk) is a plus; Willing to work with shifting schedules and full WFO in Haji Nawi, South Jakarta.
Tanggung jawab
- Handling “End to end” Case Management
- Proactively manage and resolve difficult complaints until they are resolved
- Communications & Customer Relations , being the primary point of contact, building trust, and providing status updates
- In-depth Problem Analysis , investigating the root cause of complaints and their impact on customers
- Cross-Department Coordination , collaborating with internal teams to obtain solutions and resources
- Solution Development & Implementation , designing and implementing resolution plans, including negotiations with customers
- Flexibility & Autonomy , have flexibility and autonomy in decision making when handling complaints
- Internal Customer Advocacy , representing the voice of customers within the company
- Risk & Reputation Mitigation , preventing problem escalation and protecting company reputation
- Identify Systemic Problems , collaborate with all internal customer service teams to understand the issues that occur and prevent problems from recurring
- Documentation & Reporting , recording case interactions and reporting complaint trends for improvement
- Post-Resolution Follow-up , ensuring the solution is successful and customer satisfaction is maintained
- Requirements:
Kualifikasi
- Min. Bachelor's degree (Business Management, Communication, Customer Service, etc.)
- Min. 3-5 years of experience as Customer Service, with a focus on handling complex complaints or VIP customers
- Have empathetic, persuasive and professional verbal and written communication skills
- Strong in analysis to identify root causes and find innovative solutions
- Experienced in negotiation and conflict mediation for positive outcomes
- Organized, able to manage multiple cases at once with attention to detail and deadlines
- Able to work effectively in a team and build relationships between departments
- Able to work under pressure, manage emotions
- Highly committed to customer satisfaction and a strong desire to resolve problems
- Technology: Proficient with CRM systems (e.g., Zendesk) is a plus
- Willing to work with shifting schedules and full WFO in Haji Nawi, South Jakarta
Informasi lowongan
- Tipe pekerjaan
- Full-time
- Pendidikan
- S1
- Gaji
- Negosiasi
- Batas lamaran
- 19 November 2026