Escalation Support Officer (CS)

Job Descriptions:

• 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.
• Flexibility & Autonomy, have flexibility and autonomy in decision making when handling complaints.
• Internal Customer Advocacy, representing the voice of customers within the company.
• 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:

• Minimum Bachelor Degree (S1) from any major.
• Familiar with Customer Service KPI.
• Excellent communication skills in both written and spoken.
• Familiar with call center software and analytics tools.
• Fluent in English and Zendesk System is plus point.
• Able to handle large team (more than 10 member).
• Able to supervise & monitoring different task.
• Problem solving and team player.
• Willing to work in shifting time and public holiday.
• Willing to work with shifting schedules and full WFO in Haji Nawi, South Jakarta.