Case Resolution Specialist — Complex Complaints & CX

PT Horizon Internusa Persada; Jakarta Selatan; Presencial; IDR 180.000.000 - 300.000.000; Jornada completa

Descripción de la vacante

Travelio is an online short to medium term home rental operator based in Indonesia. We seek a Customer Relations Specialist to proactively manage and resolve difficult complaints, coordinate with internal teams, and ensure customer satisfaction.

This role is on-site at Haji Nawi, South Jakarta, with shifting schedules. The ideal candidate has 3-5 years of customer service experience, strong communication, empathy, and negotiation skills.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Empathetic communication

Negotiation

Conflict mediation

Written communication

Team collaboration

CRM experience

Educación

Bachelor’s degree in Business/Communication/Customer Service

Herramientas

Zendesk

Descripción del empleo

Travelio is an online short to medium term home rental operator based in Indonesia. We seek a Customer Relations Specialist to proactively manage and resolve difficult complaints, coordinate with internal teams, and ensure customer satisfaction.

This role is on-site at Haji Nawi, South Jakarta, with shifting schedules. The ideal candidate has 3-5 years of customer service experience, strong communication, empathy, and negotiation skills.