Escalation Support Lead — Customer Advocate & Problem Solver

PT Horizon Internusa Persada; Jakarta Utara; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

Travelio seeks a customer service professional to proactively manage and resolve complex complaints from a centralized contact point. You will analyze root causes, coordinate with internal teams, and provide ongoing updates to customers while ensuring high satisfaction.

The role requires leadership to supervise a large team, strong English communication, and experience with call center software. Willingness to work shifts and onsite in South Jakarta is expected.

Qualifications

• Minimum Bachelor Degree (S1) from any major.
• Fluent in English with strong written and verbal skills.
• Excellent communication skills in written and spoken form.
• Familiar with call center software and analytics tools.
• Able to supervise and monitor different tasks in a large team.
• Willing to work in shifting time and public holidays.

Responsibilities

• Proactively manage and resolve difficult complaints until they are resolved.
• Communications & Customer Relations, being the primary point of contact, building trust, and providing status updates.
• In-depth Problem Analysis, investigating the root cause of complaints and their impact on customers.
• Cross-Department Coordination, collaborating with internal teams to obtain solutions and resources.
• Documentation & Reporting, recording case interactions and reporting complaint trends for improvement.
• Post-Resolution Follow-up, ensuring the solution is successful and customer satisfaction is maintained.

Skills

Fluent in English

Excellent communication

Problem solving

Team supervision

Education

Bachelor Degree

Tools

Zendesk

Call center software

Job description

Travelio seeks a customer service professional to proactively manage and resolve complex complaints from a centralized contact point. You will analyze root causes, coordinate with internal teams, and provide ongoing updates to customers while ensuring high satisfaction.

The role requires leadership to supervise a large team, strong English communication, and experience with call center software. Willingness to work shifts and onsite in South Jakarta is expected.