Customer Relationship Management (CRM) Staff

Ultra Voucher; Jakarta Selatan; On-site; IDR 66,960,000 - 100,440,000; Full time

Job summary

Ultra Voucher is seeking a CRM Staff in Jakarta to support daily customer relationship operations across multiple channels. You will handle inquiries, manage conversations and tickets, monitor SLA, and coordinate with internal teams to resolve issues efficiently.

The ideal candidate is customer-oriented, responsive, and detail-oriented, able to perform under pressure in a fast-paced environment. Fresh graduates with relevant experience are welcome to apply and growth opportunities abound.

Qualifications

• Fresh graduates with at least 1 relevant work experience are welcome to apply.
• 1-3 years of experience in Customer Service, CRM, Contact Center, E-commerce, or related roles is preferred.
• Strong Customer Service Fundamentals and customer-oriented mindset.
• Excellent communication and interpersonal skills.
• Able to work under pressure and handle a high volume of customer interactions.
• Fast typing skills with good attention to detail.

Responsibilities

• Handle customer inquiries and complaints through WhatsApp, Live Chat, Email, Call, and E-commerce channels.
• Provide accurate information related to products, transactions, vouchers, promotions, and services.
• Follow up on customer inquiries or issues that require further action.
• Ensure every customer issue is resolved according to SOP and service standards.
• Manage incoming conversations and tickets through Freshchat/Freshdesk, classify and tag tickets, and escalate when needed.
• Monitor ticket status to ensure resolution within the SLA and maintain updated records.
• Prepare regular CRM/customer service reports using Excel or Google Sheets.
• Collect and monitor customer feedback to evaluate service quality and drive improvements.
• Coordinate with internal teams to resolve issues and escalate complex cases.

Skills

Customer support

Communication

Detail oriented

Work under pressure

Typing speed

Data entry

Analytical thinking

Excel

Tools

Freshdesk

Freshchat

Salesforce

Excel

Job description

We are looking for a CRM Staff to support our daily customer relationship operations across multiple channels. This role will be responsible for handling customer inquiries, managing conversations and tickets, monitoring SLA, and coordinating with internal teams to ensure every customer issue is resolved effectively.

The ideal candidate is customer-oriented, responsive, detail-oriented, and able to work under pressure in a fast-paced environment.

Requirements

• Fresh graduates with at least 1 relevant work experience are welcome to apply.
• 1-3 years of experience in Customer Service, CRM, Contact Center, E-commerce, or related roles is preferred.
• Strong Customer Service Fundamentals and customer-oriented mindset.
• Excellent communication and interpersonal skills.
• Able to work under pressure and handle a high volume of customer interactions.
• Fast typing skills with good attention to detail.
• Comfortable using CRM/ticketing tools such as Freshdesk, Freshchat, Salesforce, or similar platforms.
• Good analytical thinking and problem-solving skills.
• Proficient in Microsoft Excel or Google Sheets.
• Willing to work with daily operational coverage, including shifts or weekend/off-day arrangements when required.

Key Responsibilities

1. Customer Service - All Channels

• Handle customer inquiries and complaints through WhatsApp, Live Chat, Email, Call, and E-commerce channels.
• Provide accurate information related to products, transactions, vouchers, promotions, and services.
• Follow up on customer inquiries or issues that require further action.
• Ensure every customer issue is resolved according to SOP and service standards.

2. Ticket & Conversation Management

• Manage incoming conversations and tickets through Freshchat/Freshdesk.
• Categorize and tag tickets accurately based on Category & Subcategory.
• Assign or expand tickets to relevant teams when required.
• Monitor open and pending tickets to ensure resolution within the agreed SLA.
• Maintain accurate and up-to-date ticket records.

3. Monitoring & Reporting

• Monitor daily CRM activities, ticket status, and operational performance.
• Prepare regular CRM/customer service reports.
• Operate Microsoft Excel or Google Sheets for data tracking and reporting.

4. Customer Feedback & Quality

• Ensure responses are clear, accurate, and easy for customers to understand.
• Minimize repeated inquiries by providing complete and effective solutions.
• Collect and monitor customer feedback to evaluate service quality.
• Maintain a high standard of customer experience across all channels.
• Coordinate with relevant internal teams to resolve customer issues.
• Escalate complex or unresolved cases to the appropriate team.
• Ensure customer issues are properly communicated and followed up until resolution.