Customer Relation Representative

PT Mitra Karsa Utama; Jawa Tengah; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

PT Mitra Karsa Utama is hiring a Customer Relations Team Lead to guide a CSR team, ensuring service quality and strict adherence to SOPs, SLAs, and KPI targets.

You will coach staff, handle escalations, analyze feedback, and collaborate with internal departments to enhance the customer experience across all touchpoints.

Qualifications

• Minimum Diploma or Bachelor's degree from any field.
• 2–3 years of experience in Customer Service/Customer Relation with supervisory experience an advantage.
• Experience leading and managing a team, strong communication and problem-solving skills.
• Customer-oriented with ability to handle complaints professionally.
• Proficient in data analysis, reporting, and working with targets and SLAs.
• Proficient in Microsoft Office, especially Excel.

Responsibilities

• Lead, direct, and monitor a CSR team to execute customer service activities.
• Ensure all service activities comply with SOPs, SLAs, and quality standards.
• Monitor and evaluate team KPI achievement including customer satisfaction and complaint resolution.
• Provide coaching, briefing, and feedback regularly to improve performance.
• Handle and escalate customer complaints requiring higher-level resolution.
• Analyze feedback and performance to drive improvements in service processes.
• Coordinate with stakeholders and internal departments to resolve issues.
• Prepare and deliver operational performance and customer service reports.

Skills

Leadership

Coaching

Data analysis

Excel

MS Office

Stakeholder management

KPIs & SLAs

Customer service

Conflict resolution

Education

Diploma

Bachelor's degree

Tools

Microsoft 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