Customer Relations Officer

Fasdeli Group; Jakarta Pusat; On-site; IDR 55,800,000 - 89,280,000; Full time

Job summary

Fasdeli Group in Jakarta seeks a Customer Service professional to build and maintain positive relationships with assigned customers, understand their business needs, and coordinate across functions to ensure high-quality service.

You will manage inquiries, follow up on requests, log communications, and ensure SLA compliance while maintaining meticulous records and driving customer loyalty.

Qualifications

• Minimum Diploma (D3) degree from all majors.
• 1–2 years of experience in Customer Service, Customer Relations, Customer Experience, Account Management, or Relationship Management.

Responsibilities

• Build and maintain positive relationships with assigned customers.
• Understand customers' business needs, expectations, and characteristics.
• Communicate and follow up with customers regularly to ensure service quality is maintained.
• Serve as a point of contact for customers regarding their service-related needs and issues.
• Maintain accurate and documented records of customer information and communication history.
• Proactively identify customer needs and potential issues.
• Nurture customer relationships to enhance satisfaction and loyalty.
• Receive, understand, and follow up on customer inquiries or requests.
• Coordinate with relevant functions to obtain accurate information before responding to customers.
• Ensure every customer request is followed through to completion.
• Ensure customer requests are resolved in accordance with applicable Service Level Agreements (SLAs).
• Provide timely information and status updates to customers.
• Escalate requests or issues that fall outside the scope of authority to a supervisor or relevant function.
• Receive, log, and classify customer complaints based on type and urgency.
• Identify issues and coordinate with relevant functions to secure appropriate solutions.
• Monitor the complaint resolution process until the issue is fully resolved.
• Communicate resolution details to customers clearly and professionally.
• Follow up with customers after issue resolution to ensure satisfaction.
• Identify recurring complaints and report findings to a supervisor or relevant function.
• Escalate complaints that are critical, recurring, or potentially have a significant impact on the customer relationship.

Skills

Customer service

Relationship management

Communication

Account management

Education

Diploma (D3) - all majors

Job description

• Build and maintain positive relationships with assigned customers.
• Understand customers' business needs, expectations, and characteristics.
• Communicate and follow up with customers regularly to ensure service quality is maintained.
• Serve as a point of contact for customers regarding their service-related needs and issues.
• Maintain accurate and documented records of customer information and communication history.
• Proactively identify customer needs and potential issues.
• Nurture customer relationships to enhance satisfaction and loyalty.
• Receive, understand, and follow up on customer inquiries or requests.
• Coordinate with relevant functions to obtain accurate information before responding to customers.
• Ensure every customer request is followed through to completion.
• Ensure customer requests are resolved in accordance with applicable Service Level Agreements (SLAs).
• Provide timely information and status updates to customers.
• Escalate requests or issues that fall outside the scope of authority to a supervisor or relevant function.
• Receive, log, and classify customer complaints based on type and urgency.
• Identify issues and coordinate with relevant functions to secure appropriate solutions.
• Monitor the complaint resolution process until the issue is fully resolved.
• Communicate resolution details to customers clearly and professionally.
• Follow up with customers after issue resolution to ensure satisfaction.
• Identify recurring complaints and report findings to a supervisor or relevant function.
• Escalate complaints that are critical, recurring, or potentially have a significant impact on the customer relationship.

Job Requirements:

• Minimum Diploma (D3) degree from all majors
• 1–2 years of experience in Customer Service, Customer Relations, Customer Experience, Account Management, or Relationship Management