Customer Care Specialist

PT Xanhsm Green And Smart Mobility Indonesia; Jakarta Utara; On-site; IDR 44,640,000 - 66,960,000; Full time

Benefits offered by this job

Shift work

Job summary

PT Xanhsm Green And Smart Mobility Indonesia is seeking a customer support professional to handle inquiries across hotline, social media, and email. You will help resolve issues, document feedback, and coordinate with internal teams to ensure timely responses.

Requirements include a D3 diploma and strong English communication skills. Prior ride-hailing experience is preferred, with the ability to work in shifts, including weekends and holidays if needed.

Qualifications

• Minimum Diploma (D3) in any major.
• Able to communicate in English, both written and verbal.
• Previous experience in the ride-hailing industry is preferred.
• Strong communication and problem-solving skills.
• Able to handle customer complaints professionally and empathetically.
• Comfortable working with multiple communication channels and handling a high volume of customer inquiries.

Responsibilities

• Receive feedback, inquiries, and support requests from customers through various channels, including hotline, social media (Facebook), and email.
• Support the resolution of issues that arise throughout the customer service experience.
• Coordinate the handling of customer complaints and feedback, and monitor the resolution process to ensure timely follow-up.
• Proactively respond to customers and provide updates regarding complaint and incident resolution.
• Record, organize, and manage customer opinions and feedback related to our services, products, and promotional programs.
• Identify recurring customer issues and provide insights to improve service quality and customer experience.
• Propose customer care and customer retention initiatives to improve customer satisfaction and engagement.
• Work closely with relevant internal teams to ensure customer concerns are properly addressed.

Skills

Communication skills

Problem solving

Empathy

Multi-channel support

Education

Diploma D3 in any major

Job description

Receive feedback, inquiries, and support requests from customers through various channels, including hotline, social media (Facebook), and email.

Support the resolution of issues that arise throughout the customer service experience.

Coordinate the handling of customer complaints and feedback, and monitor the resolution process to ensure timely follow-up.

Proactively respond to customers and provide updates regarding complaint and incident resolution.

Record, organize, and manage customer opinions and feedback related to our services, products, and promotional programs.

Identify recurring customer issues and provide insights to improve service quality and customer experience.

Propose customer care and customer retention initiatives to improve customer satisfaction and engagement.

Work closely with relevant internal teams to ensure customer concerns are properly addressed.

What We’re Looking For

Minimum Diploma (D3) in any major.

Able to communicate in English, both written and verbal.

Previous experience in the ride-hailing industry is preferred.

Strong communication and problem-solving skills.

Able to handle customer complaints professionally and empathetically.

Comfortable working with multiple communication channels and handling a high volume of customer inquiries.

Willing to work in shifts, including weekends and public holidays when required.

Able to work effectively in a fast-paced environment and collaborate with cross-functional teams.