Customer Service- Arbitration/Claim Analyst

PT Global Yimi Cargo (J&T Cargo); Jakarta Utara; On-site; IDR 89,280,000 - 167,400,000; Full time

Job summary

J&T Cargo in Jakarta is seeking an investigator to coordinate with area teams and business partners to handle and resolve operational cases. The role conducts CCTV-based investigations to identify stations failing to follow SOPs, verifies appeal data, and determines appropriate penalties, actions, and follow-ups.

You will document results and collaborate across departments to ensure timely resolution. Ideal candidates have a logic-driven mindset, strong analytical skills, and the ability to

Qualifications

• Minimum D3/S1 degree in any major; preferably Logistics, Supply Chain, Operations, or a related field.
• Experience in Claim Handling, Arbitration, Dispute Resolution, Customer Service, Operations, or Logistics is preferred.
• Good understanding of claim submission, investigation, verification, and resolution processes.
• Strong analytical and investigative skills, with the ability to identify the root cause of operational issues.
• High attention to detail when reviewing documents, transaction data, CCTV footage, and supporting evidence.
• Good communication, coordination, and negotiation skills.
• Able to work effectively with multiple departments and external business partners.
• Proficient in Microsoft Office, especially Excel, for data processing and analysis.
• Able to prepare systematic case reports and maintain proper documentation.
• Willing to handle a high volume of claims and conduct necessary follow-ups until each case is fully resolved.

Responsibilities

• Coordinate with area teams and business partners to handle and resolve operational cases.
• Conduct investigations to determine appropriate penalties for operational areas that violate SOPs, based on CCTV evidence and supporting data.
• Conduct detailed CCTV reviews to identify stations that fail to follow standard procedures in package handling.
• Verify appeal data and supporting documents submitted by business partners and assess them against applicable SOPs.
• Analyze investigation findings and determine appropriate actions or penalties for stations found to be at fault.
• Document investigation results, decisions, and follow-up actions systematically.
• Follow up on cases and coordinate with relevant teams to ensure timely resolution.

Skills

Analytical skills

Investigative skills

Communication skills

Negotiation skills

Multidepartment coordination

Education

D3/S1 degree in Logistics or related field

Tools

Excel

Job description

Coordinate with area teams and business partners to handle and resolve operational cases.

Conduct investigations to determine appropriate penalties for operational areas that violate SOPs, based on CCTV evidence and supporting data.

Conduct detailed CCTV reviews to identify stations that fail to follow standard procedures in package handling.

Verify appeal data and supporting documents submitted by business partners and assess them against applicable SOPs.

Analyze investigation findings and determine appropriate actions or penalties for stations found to be at fault.

Document investigation results, decisions, and follow-up actions systematically.

Follow up on cases and coordinate with relevant teams to ensure timely resolution.

Job Requirements

Minimum D3/S1 degree in any major; preferably Logistics, Supply Chain, Operations, or a related field.

Experience in Claim Handling, Arbitration, Dispute Resolution, Customer Service, Operations, or Logistics is preferred.

Good understanding of claim submission, investigation, verification, and resolution processes.

Strong analytical and investigative skills, with the ability to identify the root cause of operational issues.

High attention to detail when reviewing documents, transaction data, CCTV footage, and supporting evidence.

Good communication, coordination, and negotiation skills.

Able to work effectively with multiple departments and external business partners.

Proficient in Microsoft Office, especially Excel, for data processing and analysis.

Able to prepare systematic case reports and maintain proper documentation.

Willing to handle a high volume of claims and conduct necessary follow-ups until each case is fully resolved.

Logistics, Freight & Delivery Services 1,001-5,000 employees

J&T Cargo, an innovative cargo company under the J&T Group, leads the way in transforming logistics with cutting‑edge technology. We continuously improve efficiency and reduce costs by upholding high operational standards and utilizing strong warehouse, transportation, and distribution systems. Through advanced logistics applications, we enhance business value for our customers and deliver a top‑tier logistics experience.

J&T Cargo, an innovative cargo company under the J&T Group, leads the way in transforming logistics with cutting‑edge technology. We continuously improve efficiency and reduce costs by upholding high operational standards and utilizing strong warehouse, transportation, and distribution systems. Through advanced logistics applications, we enhance business value for our customers and deliver a top‑tier logistics experience.