Customer Experience Asst. Manager

PT Bali Towerindo Sentra Tbk; Jakarta Utara; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading telecommunications infrastructure provider in Jakarta Utara seeks a Customer Experience Manager to enhance customer satisfaction and loyalty. The role involves developing strategies, monitoring service performance, and leading cross-functional projects. Candidates should have at least 4 years of customer service experience, including supervisory roles, with strong technical knowledge of ISP operations.

Qualifications

• 4 years experience in customer service or call center operations.
• 2 years in a supervisory or assistant managerial role.
• Ability to manage teams and influence across departments.

Responsibilities

• Develop and implement customer experience strategies.
• Monitor customer service team performance.
• Analyze customer feedback to identify improvement opportunities.
• Prepare reports on customer experience performance.

Skills

Leadership

Customer service

Data analysis

Technical knowledge of ISP operations

Communication

Microsoft Excel

Reporting tools

Education

Bachelor’s degree in Engineering, IT, or related field

Tools

Microsoft Excel

Power BI

CRM software

Job description

Assist in developing and implementing customer experience strategies to improve overall satisfaction and loyalty.

Monitor and evaluate the performance of customer service teams across multiple channels (call center, email, chat, social media).

Ensure customer service standards and processes (SOPs) are properly implemented and consistently followed.

Analyze customer feedback, complaints, and service metrics to identify pain points and improvement opportunities.

Work cross-functionally with teams such as operations, product, marketing, and IT to resolve customer issues effectively.

Prepare regular reports and dashboards for management on customer experience performance and KPIs.

Lead or support customer-centric projects, including system enhancements or process improvements.

Ensure the effective use of customer service platforms, CRM tools, and data analytics.

Requirements

Bachelor’s degree in any field (preferably in Engineering, IT, or related disciplines).

Minimum of 4 years experience in customer service or Call Center operations, with at least 2 years in a supervisory or assistant managerial role—preferably within the ISP or telecommunications sector.

Possess strong technical knowledge of ISP operations and networking fundamentals to effectively support and resolve customer issues.

Strong leadership and communication skills with the ability to manage teams and influence across departments.

Ability to process and analyze operational and customer service data to support decision‑making and performance improvement.

Proficient in using Microsoft Excel (pivot tables, formulas, data visualization) and/or reporting tools such as Power BI or Google Data Studio.

Proficient in using customer service software (e.g., CRM, ticketing systems).

Experience in handling omnichannel service environments is an advantage.

Customer-focused, detail-oriented, and able to manage multiple tasks under pressure.

PT. BALI TOWERINDO SENTRA Tbk (BALITOWER) is a leading provider of telecommunication tower infrastructures in Bali Province as well as a pioneer in the provision of tower facilities that are equipped with integrated transmission facility through fiber optic/ wireless network, which provides the company with the ability to continuously support technological advancement in the telecommunication field. On March 13, 2014, Balitower officially listed its shares on the Indonesia Stock Exchange and began trading under the stock code BALI.

Company Segments

• Leasing of telecommunication tower infrastructure (macro and micro)
• Leasing of fiber optic and transmission infrastructure