Senior Customer Service Lead — Own Resolution & Elevate the Team

Flokq; Kota Yogyakarta; On-site; IDR 111,600,000 - 178,560,000; Full time

Job summary

Flokq is seeking a Senior Customer Service Executive / Lead to own day-to-day operations, handle inquiries, requests, complaints, and coordinate with vendors and partners to ensure timely resolutions. The role also includes coaching and mentoring the team, monitoring performance against KPIs, and continuously improving service quality.

The ideal candidate will have 3+ years in customer service, experience in leadership roles, and strong bilingual communication in Bahasa Indonesia and English,

Qualifications

• 3+ years in Customer Service or related role.
• Senior CS Executive/Lead experience preferred.
• Fluent in Bahasa Indonesia and English.

Responsibilities

• Handle inquiries, requests, complaints, feedback, and issues across channels promptly and professionally.
• Take ownership of issues from report to resolution, investigate actions and determine course of action.
• Coordinate with internal teams and external vendors/partners to resolve problems.
• Follow up with relevant parties to ensure actions are completed and deadlines met.
• Escalate to management when required and de-escalate difficult situations.
• Identify friction points and suggest improvements to customer service processes.

Skills

Customer service

Leadership

Communication

Problem solving

KPIs tracking

Bilingual (BAH/English)

Tools

CRM / ticketing systems

Google Sheets / Excel

WhatsApp

Job description

Flokq is seeking a Senior Customer Service Executive / Lead to own day-to-day operations, handle inquiries, requests, complaints, and coordinate with vendors and partners to ensure timely resolutions. The role also includes coaching and mentoring the team, monitoring performance against KPIs, and continuously improving service quality.

The ideal candidate will have 3+ years in customer service, experience in leadership roles, and strong bilingual communication in Bahasa Indonesia and English,