Position : Mid Level
Work Arrangement: Work From Office at PIK 1
Salary Range : 5 - 6.5 mio IDR
Key Responsibilities
- Oversee daily customer service operations across all channels (mainly but not limited to WhatsApp and social media) to ensure fast and accurate responses.
- Monitor key CS performance metrics such as response time, resolution time, SLA achievement, and customer satisfaction.
- Handle escalated customer issues and sensitive cases to ensure proper resolution.
- Maintain and update service SOPs, communication scripts, and quality standards for consistent customer experience.
- Coordinate with Operations, Delivery, Kitchen, and other internal teams to resolve order, product, or service issues.
- Prepare weekly and monthly reports on customer trends, complaint categories, and service performance insights.
- Ensure proper follow-up on customer cases, including recovery actions and post-service checks.
Qualifications:
- Bachelor's degree in Business, Communications, Hospitality, or any related field.
- Minimum 35 years of experience in Customer Service or CRM roles, preferably in F&B, retail, or service-oriented industries.
- Experience leading a team or supervising CS agents.
- Strong communication skills (verbal & written) and excellent customer-handling ability.
- Proficient in CRM tools (especially Qontak by Mekari), ticketing systems, WhatsApp Business API, and basic reporting dashboards.
- Strong problem-solving and escalation-handling skills.
- Able to work in a fast-paced environment and handle high-pressure situations.
- Detail-oriented, organized, and proactive.
- High sense of ownership and responsibility toward customer satisfaction.
- Customer-centric mindset.
- Willing to work 6 days a week and in flexible hours if required (e.g., peak seasons, special campaigns).
