Junior Case Manager (Customer Service)

PT Horizon Internusa Persada; Jakarta Selatan; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Travelio is an online short to medium term home rental operator based in Indonesia. We seek a Customer Relations Specialist to proactively manage and resolve difficult complaints, coordinate with internal teams, and ensure customer satisfaction.

This role is on-site at Haji Nawi, South Jakarta, with shifting schedules. The ideal candidate has 3-5 years of customer service experience, strong communication, empathy, and negotiation skills.

Qualifications

• Min. Bachelor's degree (Business Management, Communication, Customer Service, etc.).
• Min. 3-5 years of experience as Customer Service, with a focus on handling complex complaints or VIP customers.
• Have empathetic, persuasive and professional verbal and written communication skills.
• Strong in analysis to identify root causes and find innovative solutions.
• Experienced in negotiation and conflict mediation for positive outcomes.
• Organized, able to manage multiple cases at once with attention to detail and deadlines.
• Able to work effectively in a team and build relationships between departments.
• Able to work under pressure, manage emotions.
• Highly committed to customer satisfaction and a strong desire to resolve problems.
• Technology: Proficient with CRM systems (e.g., Zendesk) is a plus.

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.
• Solution Development & Implementation, designing and implementing resolution plans, including negotiations with customers.
• Flexibility & Autonomy, have flexibility and autonomy in decision making when handling complaints.
• Internal Customer Advocacy, representing the voice of customers within the company.
• Risk & Reputation Mitigation, preventing problem escalation and protecting company reputation.
• 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.

Skills

Empathetic communication

Negotiation

Conflict mediation

Written communication

Team collaboration

CRM experience

Education

Bachelor’s degree in Business/Communication/Customer Service

Tools

Zendesk

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.

Solution Development & Implementation, designing and implementing resolution plans, including negotiations with customers.

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

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

Risk & Reputation Mitigation, preventing problem escalation and protecting company reputation.

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:

Min. Bachelor's degree (Business Management, Communication, Customer Service, etc.).

Min. 3-5 years of experience as Customer Service, with a focus on handling complex complaints or VIP customers.

Have empathetic, persuasive and professional verbal and written communication skills.

Strong in analysis to identify root causes and find innovative solutions.

Experienced in negotiation and conflict mediation for positive outcomes.

Organized, able to manage multiple cases at once with attention to detail and deadlines.

Able to work effectively in a team and build relationships between departments.

Able to work under pressure, manage emotions.

Highly committed to customer satisfaction and a strong desire to resolve problems.

Technology: Proficient with CRM systems (e.g., Zendesk) is a plus.

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

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 accelerate 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 accelerate exponentially. Are you a highly independent and motivated? 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.