Introduction
We are seeking a dynamic Administrator Layanan Pelanggan to join our Jakarta Pusat office. This full‑time position plays a pivotal role in shaping the customer experience by handling inquiries, complaints, and order information across multiple communication channels. The ideal candidate is a proactive, detail‑oriented professional who thrives in a fast‑paced environment and is committed to delivering service excellence.
Responsibilities
- Respond to customer queries via chat, telephone, email, and social media platforms with accuracy and courtesy.
- Provide clear product and service information, guiding customers through purchasing decisions and after‑sales support.
- Log and manage customer data, orders, and interaction histories in the CRM system, ensuring records are up‑to‑date and searchable.
- Follow up on open tickets, monitor response time metrics, and close cases once resolutions are confirmed.
- Collaborate with the sales, logistics, and technical teams to expedite order processing, resolve technical issues, and coordinate returns or refunds.
- Identify recurring issues, compile trend reports, and propose process improvements to senior management.
- Maintain a professional and empathetic demeanor, especially when handling dissatisfied or escalated customers.
- Adhere to daily, weekly, and monthly service level targets for response time, resolution rate, and customer satisfaction scores.
- Participate in regular training sessions to stay current with product updates, company policies, and emerging communication tools.
Requirements
- Minimum education: SMA/SMK or equivalent; D3/S1 preferred in any discipline.
- At least 1 year of experience in a Customer Service or Admin CS role, preferably in a retail or e‑commerce environment.
- Strong verbal and written communication skills in Bahasa Indonesia; English proficiency is a plus.
- Proficiency with Microsoft Office (Word, Excel, PowerPoint) and familiarity with chat, ticketing, or CRM applications.
- Excellent problem‑solving ability, with a calm and patient approach to conflict resolution.
- Demonstrated multitasking capabilities: handling simultaneous inquiries while maintaining data accuracy.
- Ability to work under target‑driven conditions, meeting response‑time and satisfaction KPIs.
- Female candidates only; age limit up to 35 years.
- Availability to work Monday‑Saturday, 08:00 – 17:00.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Health insurance coverage for the employee.
- Paid annual leave and official holiday entitlement.
- Professional development programs, including communication and CRM training.
- Opportunities for career advancement into senior customer‑service or supervisory roles.
- Modern office environment located in the heart of Central Jakarta with easy access to public transportation.
- Team‑building activities and employee appreciation events.
About Company
Our company is a leading player in the Indonesian consumer‑goods market, offering a diverse portfolio of products that reach millions of households nationwide. With a strong emphasis on innovation, quality, and customer satisfaction, we continuously invest in technology and people to stay ahead of market trends. As part of our growing team, you will contribute to a culture that values integrity, collaboration, and a relentless focus on delivering the best possible experience to every customer.
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