Complaint Specialist - Mandarin Speaker

PT Global Jet Express; Surakarta; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

PT Global Jet Express is seeking a bilingual client service specialist to manage daily communications with key Chinese clients and ensure smooth service delivery across the logistics network.

You will respond to inquiries and complaints, coordinate with operations, and report issues, driving timely resolutions and continuous improvements based on client feedback.

Qualifications

• Bilingual Mandarin and Indonesian communication skills with fluent Chinese in speech and writing.
• HSK 5–6 level required.
• Experience in logistics, express delivery, customer service or key account management.

Responsibilities

• Manage daily communication and service support for clients; maintain strong relationships.
• Handle inquiries, complaints, and escalations with timely follow-up and resolution.
• Coordinate with departments to address feedback and operational issues.
• Identify significant operational issues or risks and monitor resolution progress.
• Consolidate and analyze client feedback to identify root causes and drive improvements.

Skills

Mandarin

Indonesian

Customer service

Problem solving

Job description

Manage daily communication and service support for key Chinese clients, maintaining strong and positive client relationships.

Handle client inquiries, complaints, and escalated cases by providing timely follow-up and ensuring issues are properly resolved and closed.

Coordinate with relevant departments to address client feedback and operational issues, ensuring timely and effective resolution.

Identify and report significant operational issues or potential risks, and closely follow up on the resolution progress.

Consolidate and analyze client feedback and operational issues, and assist in identifying root causes and implementing improvements.

Job Requirements:

Excellent Mandarin and Indonesian bilingual communication skills, with a minimum HSK 5-6 level and the ability to communicate fluently in both spoken and written Chinese.

Strong logical thinking, communication, coordination, and problem-solving skills.

Fast learner with the ability to quickly understand business processes, systems, and relevant operational policies.

Strong customer service orientation and sense of responsibility, with the ability to independently follow up on issues and drive them toward resolution.

Candidates with experience in logistics, express delivery, customer service, or key account/client management will be highly preferred.