Junior Case Prevention & Resolution Manager

PT Horizon Internusa Persada; Jakarta Selatan; On-site; IDR 180,000,000 - 260,000,000; Full time

Job summary

Travelio is seeking a seasoned Customer Relations professional to proactively resolve complex complaints and manage VIP customers from its South Jakarta operations. You will be the primary contact, analyze root causes, and coordinate with internal teams to implement effective solutions.

The role requires strong communication, negotiation, and problem-solving abilities, with a focus on customer satisfaction and risk mitigation. Willingness to work shifts with full WFO in Haji Nawi, South Jakarta.

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.
• 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.

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

VIP Customer Handling

Empathy

Negotiation

Analytical thinking

Communication skills

Education

Bachelor's degree

Tools

Zendesk

Job description

Travelio is seeking a seasoned Customer Relations professional to proactively resolve complex complaints and manage VIP customers from its South Jakarta operations. You will be the primary contact, analyze root causes, and coordinate with internal teams to implement effective solutions.

The role requires strong communication, negotiation, and problem-solving abilities, with a focus on customer satisfaction and risk mitigation. Willingness to work shifts with full WFO in Haji Nawi, South Jakarta.