Introduction
The Customer Relations Officer – Client Relationship Management will serve as the front‑line ambassador for our organization, ensuring that every customer interaction is handled with professionalism, empathy, and efficiency. This full‑time position works Monday through Saturday from 08:30 to 17:30 and is based in a dynamic, fast‑growing company that values service excellence and continuous improvement. The ideal candidate will be a proactive communicator who can balance independent problem‑solving with collaborative teamwork to strengthen long‑term client loyalty.
Responsibilities
- Respond promptly to inbound inquiries via phone, email, live chat, and social media, turning questions and complaints into positive experiences.
- Provide clear, accurate product and service information, guiding customers through selection, purchase, and post‑sale processes.
- Develop and nurture strong relationships across multiple communication channels, ensuring each customer feels valued and heard.
- Conduct systematic follow‑up calls or messages after sales or service delivery to verify satisfaction and identify opportunities for upselling or cross‑selling.
- Document all customer feedback in the CRM system, generate regular reports, and collaborate with product, marketing, and operations teams to drive service enhancements.
- Manage claim and return procedures in strict accordance with company policy, coordinating with logistics and finance departments to resolve issues quickly.
- Participate actively in ongoing training sessions, workshops, and e‑learning modules to refine communication techniques, product knowledge, and conflict‑resolution skills.
- Assist in creating and updating standard operating procedures for customer service, ensuring consistency and compliance across the team.
- Monitor key performance indicators (KPIs) such as response time, first‑call resolution, and customer satisfaction scores, and propose actionable improvements.
Requirements
- Minimum education: D3/D4 (associate) or S1 (bachelor) in a relevant field such as Business Administration, Communication, or Hospitality.
- At least 1 year of proven experience in a customer service or client relations role, preferably within a retail, telecommunications, or service‑oriented industry.
- Excellent verbal and written communication skills in Bahasa Indonesia; proficiency in English is a plus.
- Demonstrated ability to work toward targets, maintain high service standards, and handle high‑volume interactions without compromising quality.
- Strong interpersonal skills, including empathy, active listening, and the ability to de‑escalate tense situations.
- Proficiency with CRM software, database administration, and basic reporting tools.
- Self‑motivated and capable of working both independently and as part of a collaborative team.
- Professional appearance, friendly demeanor, and a commitment to representing the company’s brand positively.
- Gender requirement: Female candidates are preferred in accordance with the organization’s workforce composition goals.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick days, and public holidays.
- Professional development budget for workshops, certifications, and language courses.
- Opportunities for career progression into senior client‑relationship or supervisory roles.
- Employee assistance program (EAP) and wellness initiatives, including gym membership discounts.
- Modern office environment with ergonomic workstations and a supportive team culture.
About Company
Founded in 2005, our company has become a leading provider of consumer‑focused products and services across Indonesia. With a commitment to innovation, quality, and customer satisfaction, we serve millions of clients through both online platforms and a nationwide network of physical outlets. Our mission is to create lasting value by delivering seamless experiences that exceed expectations. As part of our growth strategy, we invest heavily in people, technology, and continuous improvement, making us an employer of choice for ambitious professionals who thrive in a fast‑paced, customer‑centric environment.
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