Deskripsi Pekerjaan
Are you a customer-focused professional with a passion for problem-solving? Provices Group is seeking a dedicated Helpdesk & Complaint Handling Officer to join our dynamic team in Jakarta. In this role, you will act as the primary point of contact for our users, ensuring that every service request is managed with precision, empathy, and professional excellence.
You will play a critical role in maintaining our operational standards by coordinating internal workflows and ensuring that customer feedback is not only heard but effectively resolved. The ideal candidate is an organized communicator who thrives in a fast-paced environment and possesses a sharp eye for administrative detail.
If you are looking for an opportunity to grow within a reputable firm where your contributions directly impact client satisfaction and operational efficiency, we invite you to apply and help us elevate the Provices Group service experience.
Tanggung Jawab
- Serve as the first point of contact for incoming service requests, complaints, and inquiries via various communication channels.
- Coordinate with internal departments to ensure timely resolution of user issues and service tickets.
- Maintain an accurate and organized database of all complaint logs and service request documentation.
- Monitor service level agreements (SLAs) to ensure all inquiries are addressed within the designated timeframe.
- Prepare regular analytical reports on complaint trends and service performance for management review.
- Proactively identify recurring issues and suggest process improvements to enhance overall user experience.
- Handle escalated cases with a high level of professionalism, discretion, and problem-solving agility.
Kualifikasi
- Bachelor’s degree in Business Administration, Communication, Management, or a related field.
- Minimum 1-2 years of experience in Customer Service, Helpdesk, or Complaint Handling roles.
- Strong interpersonal skills with the ability to remain calm and professional under pressure.
- Excellent verbal and written communication skills in both Indonesian and English.
- Proficiency in Microsoft Office Suite and experience with CRM or Helpdesk ticketing software.
- Strong analytical mindset with a focus on administrative accuracy and detail.
- Ability to work independently and as part of a collaborative team in a corporate environment.