Customer Loyalty Team

Tada; Daerah Khusus Ibukota Jakarta; On-site; IDR 78,120,000 - 133,920,000; Full time

Benefits offered by this job

Growth opportunities

Unique work environment

Collaborative spirit

Job summary

A leading SaaS company in Jakarta is seeking a Customer Loyalty Team member to ensure operational excellence in the department. Responsibilities include monitoring service performance, maintaining SLA compliance, and driving continuous improvement. The ideal candidate holds a bachelor's degree and has experience in Quality Assurance, with strong problem-solving and communication skills. This is an on-site position offering growth opportunities in a collaborative work environment.

Qualifications

• Experience in Quality Assurance (QA) focusing on error analysis.
• Strong verbal and written communication skills.
• Ability to handle complaints professionally.
• Excellent verbal and written communication skills.
• Ability to meet SLA targets and handle multiple tasks in a fast-paced environment.

Responsibilities

• Monitor compliance with all Service Level Agreements (SLA).
• Oversee response and resolution times for customer handling.
• Track and improve Customer Satisfaction Score (CSAT).
• Conduct Human Error analysis and Post-Mortem reviews.
• Conduct root cause analysis and post-mortem reviews.
• Prepare biweekly departmental reports and highlights.
• Manage and follow up on action items.
• Drive continuous process improvement initiatives.
• Ensure service quality across operations.

Skills

Customer service orientation

Problem-solving skills

Analytical thinking

Communication skills

Time management

Attention to detail

Multitasking

Education

Bachelor's degree

Tools

CRM systems

Ticketing tools

Job description

Tada is a B2B2C loyalty and rewards platform that helps businesses improve channel partner, customer, and employee retention, build loyalty, and drive growth. Founded in 2012, Tada offers unified solutions that create engaging and rewarding experiences.

As an Indonesian SaaS company with a global footprint, Tada has assisted 400+ local and international brands across various industries. Our game-changing loyalty solutions have also garnered numerous awards, solidifying our reputation as a leader in the sector.

Why You’ll Love Working Here?

• Growth Opportunities: We support your learning and development aspirations, both within and beyond your current role, nurturing an entrepreneurial mindset across our team.
• Unique Work Environment: Experience the distinctive blend of a mission-driven digital company with the innovative mindset, built on a strong foundation since 2012.
• Celebrate With Us: We recognize and celebrate work anniversaries and birthdays
• Continuous Learning: We promote vertical and lateral movement across the organization. It’s common for Tayo (that’s what we call our team) to explore several positions throughout their career as they discover what excites them
• Genuine teamwork: While not officially listed in our values, new joiners consistently highlight the collaborative spirit and supportive atmosphere that defines our culture.
• Think and act like an owner is our value : But the truth is, we don’t want you to act like an owner; we want you to be a real owner. Top performers are invited to join our stock options program.
  

What We Do Not Promise

• We do not promise fixed working hours. Projects and deadlines may require additional hours or flexibility.
• We do not promise unlimited resources or budgets. We operate strategically, managing priorities with the resources available.
• We do not promise a pressure-free environment. We maintain high standards with significant expectations for growth and performance excellence.

If you’re ready for a challenge and eager to make a real impact and be the Leading Loyalty & Rewards Platform in the region Take the leap and help us shape the future of loyalty and rewards!

Job Description:

Job Title: Customer Loyalty Team

Department: Operations

Working Arrangement: On-site

Information About The Role

This role is responsible for ensuring operational excellence within the department by monitoring service performance, maintaining SLA compliance, driving continuous improvement, and ensuring both customer and employee satisfaction. The position plays a critical role in quality control, issue resolution, performance tracking, and implementing corrective actions to support business growth and operational stability.

Key Responsibility

• Monitor and ensure compliance with all Service Level Agreements (SLA).
• Oversee First Response Time and Resolution Time for CLT to ensure timely customer handling.
• Ensure accurate and timely stock updates, including weekend updates.
• Monitor and improve Customer Satisfaction Score (CSAT).
• Conduct Human Error analysis and Post-Mortem reviews to identify root causes and prevent recurrence.
• Track and improve Employee CSAT and Department Satisfaction Index.
• Prepare and present biweekly accomplishment reports and departmental highlights.
• Manage, monitor, and follow up on action items to ensure completion and accountability.
• Drive continuous process improvement initiatives.
• Ensure service quality standards are maintained across operations.

Requirements:

• Minimum bachelor’s degree from a reputable university
• Have background in Quality Assurance (QA) with experience in error analysis, quality monitoring, and root cause identification
• Strong customer service orientation, empathy, problem-solving and analytical thinking ability
• Excellent verbal and written communication skills
• Active listening skills with the ability to clearly understand customer concerns
• Ability to handle complaints and difficult customers professionally
• Time management skills with the ability to meet SLA targets
• High attention to detail and accuracy in data handling
• Multitasking ability in a fast-paced environment
• Basic technical troubleshooting skills (system, CRM, ticketing tools)
• Understanding of system flow and operational processes