Escalation Support Officer (CS)

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

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.

Flexibility & Autonomy, have flexibility and autonomy in decision making when handling complaints.

Internal Customer Advocacy, representing the voice of customers within the company.

Identify Systemic Problems, collaborate with all internal customer service teams to understand the issues that occur and prevent problems from recurring.

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

Requirements:

Minimum Bachelor Degree (S1) from any major.

Familiar with Customer Service KPI.

Excellent communication skills in both written and spoken.

Familiar with call center software and analytics tools.

Fluent in English and Zendesk System is plus point.

Able to handle large team (more than 10 member).

Able to supervise & monitoring different task.

Problem solving and team player.

Willing to work in shifting time and public holiday.

Willing to work with shifting schedules and full WFO in Haji Nawi, South Jakarta.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Hotel & Accommodation Services 101-1,000 employees

Travelio is an online short to medium term home rental operator based in Indonesia. The types of accommodations we cover ranges from apartments, villas and houses.

Join us at Travelio, where every bit of work makes a difference and development of each role can escape exponentially. Are you a highly independent and motivated individual? Does the thought of weekly innovations excite you? Do challenges push you forward? We’re looking for leaders to proper our point of differentiation and innovate nature forward.

Travelio is an online short to medium term home rental operator based in Indonesia. The types of accommodations we cover ranges from apartments, villas and houses.

Join us at Travelio, where every bit of work makes a difference and development of each role can escape exponentially. Are you a highly independent and motivated individual? Does the thought of weekly innovations excite you? Do challenges push you forward? We’re looking for leaders to proper our point of differentiation and innovate nature forward.

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