Customer Relation Representative

PT Mitra Karsa Utama; Jawa Timur; On-site; IDR 160,000,000 - 220,000,000; Full time

Job summary

PT Mitra Karsa Utama is seeking a Lead, Customer Relation team supervisor to guide service activities and ensure adherence to SOPs, SLAs, and quality standards. You will monitor KPI attainment, coach staff, and escalate complex customer issues while driving process improvements.

The role focuses on coordinating with internal departments, delivering regular performance reports, and maintaining professional conduct. A supervisory background in customer service is preferred.

Qualifications

• 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.

Responsibilities

• Lead, direct, and monitor a Customer Relation Representative team in executing customer service activities.
• 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.

Skills

Leadership

Communication

Coaching

Problem solving

Data analysis

Reporting

Stakeholder management

Customer service

Education

Diploma or Bachelor’s degree

Tools

Microsoft Excel

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