Customer Experience Staff (Social Media)

Fit-Hub; Indonesia; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

KantorKu in Indonesia is seeking a Customer Experience Staff (Social Media) to manage inquiries on Instagram, X, Facebook, WhatsApp, email, and TikTok. You will respond promptly, log interactions, and work with internal teams to resolve issues efficiently.

The role requires 2–3 years in customer care or social media administration, strong communication, empathy, and the ability to work evenings and weekends. Monitor sentiment and CSAT to drive service improvements.

Qualifications

• 2–3 years of experience in customer care or social media administration.
• Strong analytical and problem-solving skills with empathy and professionalism.
• Excellent written and verbal communication, detail-oriented, and capable of a fast-paced environment.

Responsibilities

• Respond promptly and professionally to customer inquiries and feedback across social channels.
• Handle complaints with a solution-oriented approach while following company policies.
• Log interactions, issues, and resolutions for internal tracking and QA.
• Collaborate with internal teams to resolve customer issues efficiently.
• Escalate complex issues or trends to relevant departments for action.
• Monitor mentions and sentiment to identify opportunities for service recovery or positive engagement.
• Track performance metrics like response time, resolution rate, and CSAT.

Skills

Customer care

Social media administration

Analytical skills

Communication skills

Problem-solving

Empathy

Attention to detail

Teamwork

Tools

CRM systems

Helpdesk systems

Google Sheets

Job description

Customer Experience Staff (Social Media)

• Respond promptly and professionally to customer inquiries and feedback on various channels (e.g., Instagram, Twitter, Facebook, WhatsApp, E-mail, TikTok).
• Handle customer complaints with a solution-oriented mindset while following company policies and procedures.
• Manage operations tickets related to product or service inquiries using the company’s platform.
• Accurately log interactions, issues, and resolutions for internal tracking and quality assurance.
• Collaborate cross-functionally with internal teams (e.g., Maintenance, Tech) to resolve customer issues efficiently.
• Proactively escalates complex issues or trends to relevant departments for further action.
• Monitor social media mentions and sentiment to identify opportunities for service recovery or positive engagement.
• Maintain performance metrics including response time, resolution rate, and customer satisfaction score (CSAT).

Requirements

• Minimum 2-3 years of experience in customer care or social media administration, preferably in a fast-paced or customer-centric industry.
• Strong analytical skills to assess customer inquiries and determine the most suitable responses or actions.
• Strong problem-solving skills and the ability to handle difficult or sensitive situations with empathy and professionalism.
• High attention to detail and accuracy in communication and documentation.
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas clearly and concisely.
• Able to work a shifting schedule including evenings, weekends, and public holidays.
• Proficient in CRM systems, helpdesk systems, support tools, and skilled in Google Sheets.
• A customer-centric mindset with a genuine passion for delivering outstanding service and ensuring customer satisfaction.
• Ability to work collaboratively in a team environment and adapt to a fast-paced, dynamic work environment.

Gym

Location

Company Size

Culture

Strong belief and efforts are the base to achieve long term success

Energetic

Here, we work together to make the dream work

Vibrant

Our company is comprised of enthusiastic and positive-spirited people