Customer Support & Service Resolution Associate

Job Description: Customer Support & Service Resolution Associate

Company: Flokq

Location: Yogyakarta, Indonesia

Department: Customer Experience

About Flokq

Flokq is a technology-driven real estate platform specialising in residential rentals and property management across Indonesia. We help tenants, property owners, and real estate professionals manage the rental journey through technology and dedicated support teams.

We are seeking a customer-oriented individual to join our Customer Experience team. You will assist tenants with questions, service requests, and complaints, working with relevant teams and property owners to ensure their concerns receive appropriate attention.

This role suits someone who communicates well, stays organised under pressure, and takes responsibility for ensuring customers receive clear answers and timely updates.

Responsibilities

1. Customer Enquiries and Assistance

• Handle incoming customer questions through WhatsApp, telephone, email, and other support channels.

• Assist tenants with rental procedures, payment queries, property information, tenancy requirements, and general service requests.

• Explain company procedures and available solutions in a clear, helpful manner.

• Keep customers informed about the progress of their requests and any actions required from them.

• Maintain accurate records of customer interactions using Flokq's internal tools.

• Deliver consistent, courteous service while managing multiple enquiries throughout the day.

2. Complaint Management and Service Recovery

• Receive and assess customer complaints, identify the underlying concern, and determine the appropriate course of action.

• Coordinate with relevant teams and external parties to investigate problems and arrange suitable solutions.

• Assist with cases involving maintenance, property access, rental payments, security deposits, contractual matters, and discrepancies in property conditions.

• Explain the steps being taken to address a concern and provide realistic updates when a resolution takes time.

• Follow cases through to completion rather than simply forwarding complaints to another department.

• Refer complex disputes, urgent situations, and matters requiring management approval to the appropriate person.

• Maintain a professional and impartial approach when handling dissatisfied customers.

3. Customer Onboarding and After-Sales Support

• Assist tenants with preparations for moving into their rented properties.

• Provide information about check-in arrangements, keys, building access, facilities, utilities, and applicable house rules.

• Coordinate with agents, property owners, and building representatives to address outstanding move-in requirements.

• Contact tenants after move-in to check whether essential arrangements have been completed and identify unresolved problems.

• Support customers with questions and service requirements during their tenancy.

• Help ensure that customers receive appropriate assistance at key stages of their rental experience.

4. Request Monitoring and Follow-Up

• Maintain an updated list of customer cases, including their status, pending actions, and responsible parties.

• Monitor outstanding requests and contact the relevant stakeholders to obtain progress updates.

• Follow up on delayed responses and overdue commitments to prevent cases from being neglected.

• Ensure customers receive updates even when a final solution is not yet available.

• Review open cases regularly and escalate matters that remain unresolved beyond the expected timeframe.

• Prepare summaries of customer complaints, recurring issues, and service performance when required.

5. Internal Coordination

• Work with Sales, Supply, Finance, and Operations to address enquiries that require support from multiple departments.

• Help clarify the status of payments, deposits, tenancy documentation, maintenance arrangements, and other customer-related matters.

• Share relevant customer feedback with the teams responsible for resolving issues.

• Ensure information communicated to customers is accurate and consistent with confirmed company policies.

• Identify repeated service problems and recommend improvements to internal workflows.

6. Customer Satisfaction and Retention

• Build positive relationships with tenants through responsive communication and reliable assistance.

• Identify dissatisfaction early and take appropriate steps to address concerns before they escalate.

• Assist with tenancy renewal enquiries and customer follow-ups where needed.

• Collect feedback and highlight opportunities to improve the customer experience.

• Contribute to the development of support guidelines, response templates, and service procedures.

Requirements

• Diploma or bachelor's degree in Business Administration, Communications, Hospitality, Management, or a related field.

• 1–3 years of experience in customer service, customer support, contact centres, hospitality, or a similar customer-facing position.

• Strong written and verbal communication skills in Bahasa Indonesia; English proficiency is an advantage.

• Good judgement and the ability to handle complaints calmly and professionally.

• Strong organisational skills and the ability to manage several customer cases simultaneously.

• Persistent in following up on pending requests and obtaining answers from other stakeholders.

• Comfortable using WhatsApp Business, spreadsheets, CRM systems, and digital communication tools.

• Able to work independently while coordinating effectively with different teams.

Preferred Experience

• Background in customer support for property rentals, hospitality, accommodation, or related services.

• Experience managing complaints, escalations, and customer recovery situations.

• Familiarity with tenancy processes, rental payments, deposits, maintenance requests, and move-in arrangements.

• Experience using customer ticketing systems or maintaining service request trackers.

Performance Indicators

• Response quality and speed: Timely, accurate, and helpful responses to customer enquiries.

• Resolution performance: Progress and closure of cases within established service targets.

• Customer satisfaction: Feedback on the quality of support and effectiveness of solutions.

• Follow-up reliability: Consistent monitoring of open requests and outstanding commitments.

• Case documentation: Accuracy and completeness of customer records.

• Complaint management: Ability to resolve concerns effectively and escalate appropriately.

• Onboarding support: Timely assistance with move-in arrangements and initial tenancy issues.

• Service compliance: Consistent application of company policies and customer support procedures.