Customer Relation Representative

PT Mitra Karsa Utama; Jawa Barat; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

PT Mitra Karsa Utama in Indonesia is seeking a Lead Customer Relation Representative to lead, direct, and monitor a CSR team in delivering customer service that meets SOP, SLA, and quality standards. You will drive performance through coaching, KPI tracking, and proactive issue resolution.

The role requires a diploma or bachelor's degree and 2–3 years in customer service with supervisory exposure; strong leadership, communication, and data reporting skills; proficiency in Excel; willingness to

Qualifications

• Diploma or Bachelor's degree required
• 2–3 years in Customer Service/Customer Relations with supervisory experience preferred
• Strong leadership and communication skills
• Proven problem-solving abilities and customer-centric approach
• Data analysis and reporting capabilities
• Proficient with Excel and MS Office

Responsibilities

• Lead, direct, and monitor a CSR team to meet SOP, SLA, and quality standards
• Monitor KPI achievement including customer satisfaction and complaint resolution
• Provide coaching, briefing, and feedback to improve performance
• Handle escalated complaints requiring higher-level resolution
• Analyze feedback and team performance to identify improvements
• Coordinate with stakeholders to resolve customer issues
• Prepare and deliver operational performance and customer service reports
• Ensure discipline, attendance, grooming, and professionalism
• Identify process improvements to enhance customer experience
• Take responsibility for achieving team targets and service quality

Skills

Leadership

Communication

Coaching

Problem-solving

Customer service

Data analysis

Education

Diploma or Bachelor's degree

Tools

Excel

Microsoft Office

Job description

Lead, direct, and monitor a Customer Relation Representative team in executing customer service activities. Ensure all service activities comply with SOP, SLA, and established quality standards.

Key responsibilities

Monitor and evaluate team KPI achievement, including customer satisfaction, service quality, productivity, and complaint resolution

Provide coaching, briefing, and feedback regularly to team members to improve performance

Handle and escalation customer complaints or issues requiring higher-level resolution

Analyze customer feedback, complaints, and team performance to determine necessary improvements

Coordinate with various stakeholders and internal departments in resolving customer issues

Prepare and deliver operational performance and customer service reports regularly

Ensure discipline, attendance, grooming, and professionalism of all team members

Identify potential improvements in service processes to enhance customer experience

Take responsibility for achieving team targets and service quality

About you

Minimum Diploma or Bachelor's degree from any field

Minimum 2–3 years of experience in Customer Service/Customer Relation, with supervisory experience as an advantage

Experience leading and managing a team

Strong leadership, communication, coaching, and problem-solving skills

Customer-oriented with ability to handle customer complaints professionally

Accustomed to working with targets, KPIs, and SLAs

Good data analysis and reporting capabilities

Able to operate Microsoft Office, particularly Excel

Willing to work with shift systems if required

Good coordination and stakeholder management skills