Multichannel Customer Care Specialist & Insights Advocate

PT Xanhsm Green And Smart Mobility Indonesia; Jakarta Utara; On-site; IDR 44,640,000 - 66,960,000; Full time

Benefits offered by this job

Shift work

Job summary

PT Xanhsm Green And Smart Mobility Indonesia is seeking a customer support professional to handle inquiries across hotline, social media, and email. You will help resolve issues, document feedback, and coordinate with internal teams to ensure timely responses.

Requirements include a D3 diploma and strong English communication skills. Prior ride-hailing experience is preferred, with the ability to work in shifts, including weekends and holidays if needed.

Qualifications

• Minimum Diploma (D3) in any major.
• Able to communicate in English, both written and verbal.
• Previous experience in the ride-hailing industry is preferred.
• Strong communication and problem-solving skills.
• Able to handle customer complaints professionally and empathetically.
• Comfortable working with multiple communication channels and handling a high volume of customer inquiries.

Responsibilities

• Receive feedback, inquiries, and support requests from customers through various channels, including hotline, social media (Facebook), and email.
• Support the resolution of issues that arise throughout the customer service experience.
• Coordinate the handling of customer complaints and feedback, and monitor the resolution process to ensure timely follow-up.
• Proactively respond to customers and provide updates regarding complaint and incident resolution.
• Record, organize, and manage customer opinions and feedback related to our services, products, and promotional programs.
• Identify recurring customer issues and provide insights to improve service quality and customer experience.
• Propose customer care and customer retention initiatives to improve customer satisfaction and engagement.
• Work closely with relevant internal teams to ensure customer concerns are properly addressed.

Skills

Communication skills

Problem solving

Empathy

Multi-channel support

Education

Diploma D3 in any major

Job description

PT Xanhsm Green And Smart Mobility Indonesia is seeking a customer support professional to handle inquiries across hotline, social media, and email. You will help resolve issues, document feedback, and coordinate with internal teams to ensure timely responses.

Requirements include a D3 diploma and strong English communication skills. Prior ride-hailing experience is preferred, with the ability to work in shifts, including weekends and holidays if needed.