Customer Service Staff

PT. Bangkit Lakuliner Indonesia; Jakarta Utara; On-site; IDR 89,280,000 - 156,240,000; Full time

Job summary

PT. Bangkit Lakuliner Indonesia is seeking a customer service/social media specialist to manage inquiries and complaints across all social platforms, ensuring accurate information and strong brand engagement.

The role emphasizes empathy, English communication, and the ability to report feedback for actionable insights in a fast-paced environment.

Qualifications

• Experience in customer service or social media management in retail, F&B, or hospitality.
• Diploma or bachelor's degree in Communication Studies, Literature, or related field.
• Excellent written and verbal English with strong grammar and spelling.
• Familiar with social platforms (Instagram, Facebook, WhatsApp, Twitter, TikTok) and Zendesk.
• Ability to empathize with customers and handle difficult situations professionally.

Responsibilities

• Manage customer inquiries and complaints across all social media platforms to provide information and enhance engagement.
• Escalate inquiries from social media to relevant stakeholders to improve in-store service.
• Compile customer feedback and reviews from various platforms for regular reporting and analysis.

Skills

Customer service

Social media management

English communication

Empathy

Problem solving

Detail oriented

Teamwork

Shift work

Education

Diploma or Bachelor's degree in Communications or related field

Tools

Zendesk

Job description

Proven experience in customer service or social media management, preferably within the Retail, F&B, and hospitality industry.

A diploma or bachelor’s degree in Communication Studies, Literature, or a related field.

Excellent written and verbal communication skills in English, with a strong emphasis on grammar and spelling.

Familiarity with various social media platforms (e.g., Instagram, Facebook, WhatsApp, Twitter, TikTok) and also zendesk platform.

Ability to empathize with customers and handle difficult situations with professionalism and a positive attitude.

Strong problem-solving skills and the ability to escalate issues appropriately.

Detail-oriented with strong organizational and reporting skills.

Ability to work independently and as part of a team in a fast-paced environment also willing to work shifts.

Job Description :

Manage customer inquiries and complaints across all social media platforms to provide necessary information, enhance engagement, and maintain the company's brand image.

Escalate customer inquiries and complaints from social media platforms to relevant stakeholders to improve in-store service.

Compile all customer feedback and reviews from various platforms/marketplace aggregators for regular reporting and further insightful analysis.

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