Introduction
We are a fast‑growing logistics and courier services provider seeking a dedicated Customer Service Officer (SCO) to join our counter team. The successful candidate will be the first point of contact for our customers, handling package shipments, answering inquiries, processing payments, and ensuring a seamless experience from drop‑off to delivery. This role is ideal for individuals who thrive in a dynamic, customer‑focused environment and enjoy balancing operational efficiency with relationship building.
Responsibilities
- Greet and assist customers at the service counter, providing courteous and professional service.
- Receive, weigh, measure, and register incoming packages and documents, ensuring accurate data entry into the shipping system.
- Print and verify shipping receipts, confirming that sender and recipient details are correct.
- Explain tariff rates, estimated delivery times, and coverage areas, tailoring information to each customer’s needs.
- Handle both cash and electronic payments, reconcile daily cash flow, and generate transaction reports.
- Respond to service‑related questions, offering clear guidance on tracking, customs regulations, and prohibited items.
- Manage customer complaints regarding delays, loss, or damage, applying standard operating procedures (SOP) to provide immediate solutions and escalating complex issues to the central Customer Service or Operations teams.
- Promote ancillary services such as insurance, specialty packaging, and premium delivery options, contributing to counter sales targets.
- Maintain a clean, organized counter area; archive documents and receipts systematically; ensure all equipment (scales, printers, computers) is functional.
- Adhere strictly to security protocols, safeguarding confidential customer data and ensuring prohibited goods are not processed.
- Collaborate with team members and supervisors to continuously improve service quality and operational efficiency.
Requirements
- Minimum education: High School Diploma (SMA/SMK) or equivalent.
- Maximum age: 27 years.
- Gender: Open to all genders.
- At least 1 year of experience in a customer‑facing role, preferably within logistics, courier, or retail environments.
- Strong communication skills in Bahasa Indonesia (written and spoken) and basic proficiency in English is a plus.
- Proficiency with Microsoft Office (Word, Excel) and familiarity with logistics management software.
- Excellent numerical ability for handling payments and generating accurate reports.
- High attention to detail, especially when entering shipment data and printing receipts.
- Demonstrated problem‑solving skills and the ability to remain calm under pressure.
- Team‑player attitude with a proactive approach to learning and improving processes.
- Availability to work Tuesday through Sunday, 08:00 – 17:00.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave and statutory holidays.
- Opportunities for professional development and on‑the‑job training in logistics and customer service excellence.
- Uniform allowance and provision of necessary work equipment.
- Friendly, multicultural work environment that values teamwork and employee well‑being.
- Potential for career progression into senior customer service or operations management roles.
About Company
Our company is a leading national courier and freight forwarder, delivering millions of parcels across the archipelago each year. We pride ourselves on speed, reliability, and a customer‑first philosophy that sets industry standards. With a modern network of hubs, a robust digital tracking platform, and a culture that encourages innovation, we empower employees to take ownership of their work and contribute to our mission of connecting people and businesses throughout Indonesia.
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