Customer Experience Specialist: Support & Resolution

Flokq; Kota Yogyakarta; Presencial; IDR 78.120.000 - 122.760.000; Jornada completa

Descripción de la vacante

Flokq is seeking a Customer Support & Service Resolution Associate in Indonesia to assist tenants through WhatsApp, phone, and email. You will coordinate with internal teams to resolve issues, onboarding, move-in arrangements, and post-move-in support, while maintaining accurate case records and delivering courteous, proactive service.

The role requires a Diploma or degree in a related field and 1–3 years in customer service, with strong Bahasa Indonesia communication.

Formación

• Diploma or bachelor’s degree in Business Administration, Communications, Hospitality, Management, or a related field.
• 1–3 years of experience in customer service, customer support, contact centres, hospitality, or a similar customer-facing position.
• Strong written and verbal communication skills in Bahasa Indonesia; English proficiency is an advantage.
• Good judgement and the ability to handle complaints calmly and professionally.
• Strong organisational skills and the ability to manage several customer cases simultaneously.
• Persistent in following up on pending requests and obtaining answers from other stakeholders.
• Comfortable using WhatsApp Business, spreadsheets, CRM systems, and digital communication tools.
• Able to work independently while coordinating effectively with different teams.

Responsabilidades

• Handle incoming customer questions through WhatsApp, telephone, email, and other support channels.
• Assist tenants with rental procedures, payment queries, property information, tenancy requirements, and general service requests.
• Explain company procedures and available solutions in a clear, helpful manner.
• Keep customers informed about the progress of their requests and any actions required from them.
• Maintain accurate records of customer interactions using Flokq's internal tools.
• Deliver consistent, courteous service while managing multiple enquiries throughout the day.
• Receive and assess customer complaints, identify the underlying concern, and determine the appropriate course of action.
• Coordinate with relevant teams and external parties to investigate problems and arrange suitable solutions.
• Assist with cases involving maintenance, property access, rental payments, security deposits, contractual matters, and discrepancies in property conditions.
• Explain the steps being taken to address a concern and provide realistic updates when a resolution takes time.
• Follow cases through to completion rather than simply forwarding complaints to another department.
• Refer complex disputes, urgent situations, and matters requiring management approval to the appropriate person.
• Maintain a professional and impartial approach when handling dissatisfied customers.
• Assist tenants with preparations for moving into their rented properties.
• Provide information about check-in arrangements, keys, building access, facilities, utilities, and applicable house rules.
• Coordinate with agents, property owners, and building representatives to address outstanding move-in requirements.
• Contact tenants after move-in to check whether essential arrangements have been completed and identify unresolved problems.
• Support customers with questions and service requirements during their tenancy.
• Help ensure that customers receive appropriate assistance at key stages of their rental experience.
• Maintain an updated list of customer cases, including their status, pending actions, and responsible parties.
• Monitor outstanding requests and contact the relevant stakeholders to obtain progress updates.
• Follow up on delayed responses and overdue commitments to prevent cases from being neglected.
• Ensure customers receive updates even when a final solution is not yet available.
• Review open cases regularly and elevate matters that remain unresolved beyond the expected timeframe.
• Prepare summaries of customer complaints, recurring issues, and service performance when required.
• Work with Sales, Supply, Finance, and Operations to address enquiries that require support from multiple departments.
• Help clarify the status of payments, deposits, tenancy documentation, maintenance arrangements, and other customer-related matters.
• Share relevant customer feedback with the teams responsible for resolving issues.
• Ensure information communicated to customers is accurate and consistent with confirmed company policies.
• Identify repeated service problems and recommend improvements to internal workflows.
• Build positive relationships with tenants through responsive communication and reliable assistance.
• Identify dissatisfaction early and take appropriate steps to address concerns before they escalated.
• Assist with tenancy renewal enquiries and customer follow-ups where needed.
• Collect feedback and highlight opportunities to improve the customer experience.
• Contribute to the development of support guidelines, response templates, and service procedures.

Conocimientos

Bahasa Indonesia communication

English proficiency

Organisational skills

Follow-up persistence

Independent working

Educación

Diploma or bachelor’s degree in Business Administration/Communications/Management

Herramientas

WhatsApp Business

Spreadsheets

CRM systems

Digital communication tools

Descripción del empleo

Flokq is seeking a Customer Support & Service Resolution Associate in Indonesia to assist tenants through WhatsApp, phone, and email. You will coordinate with internal teams to resolve issues, onboarding, move-in arrangements, and post-move-in support, while maintaining accurate case records and delivering courteous, proactive service.

The role requires a Diploma or degree in a related field and 1–3 years in customer service, with strong Bahasa Indonesia communication.