CX Business Analyst

Adapundi; Jakarta Pusat; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

Adapundi in Jakarta central area is seeking a customer service specialist to manage follow-ups, analyze complaints, and report on CS performance. You will support training materials and SOPs, while ensuring timely resolution and escalation handling for complex cases.

The role requires strong communication, attention to detail, and experience with CRM tools, with daily and weekly reporting to improve customer satisfaction metrics.

Qualifications

• Knowledge of customer service operations, complaint tracking, and resolution techniques.
• Experience in CS performance monitoring and data analysis.
• Familiarity with customer feedback tools and CRM platforms.
• Strong problem-solving and issue-resolution skills.
• Excellent written and verbal communication skills.
• Attention to detail and ability to handle customer escalations effectively.

Responsibilities

• Handle customer issue follow-ups, problem analysis, and resolution.
• Investigate and report customer accident cases.
• Monitor and analyze CS daily data for complaint performance improvements.
• Track and review daily and weekly complaint reports.
• Provide product training materials and customer service SOPs.
• Ensure efficient complaint handling and improve resolution timelines.

Skills

CS operations

Data analysis

CRM platforms

Problem solving

Written and verbal communication

Escalation handling

Tools

Feedback tools

Job description

1. Handle customer issue follow-ups, problem analysis, and resolution.
2. Investigate and report customer accident cases.
3. Monitor and analyze CS daily data for complaint performance improvements.
4. Track and review daily and weekly complaint reports.
5. Provide product training materials and customer service SOPs.
6. Ensure efficient complaint handling and improve resolution timelines.

Job Requirements

1. Knowledge of customer service operations, complaint tracking, and resolution techniques.
2. Experience in CS performance monitoring and data analysis.
3. Familiarity with customer feedback tools and CRM platforms.
4. Strong problem-solving and issue-resolution skills.
5. Excellent written and verbal communication skills.
6. Attention to detail and ability to handle customer escalations effectively.