Overview
Escalation Support Officer – Customer Service Jobs in Sleman, Yogyakarta, Indonesia at Travelio
Title: Escalation Support Officer – Customer Service
Company: Travelio
Location: Sleman, Yogyakarta, Indonesia
Job Description :
– Handling “End to end” Case Management.Proactively manage and resolve difficult complaints until they are resolved.
– Communications & Customer Relations, being the primary point of contact, building trust, and providing status updates.
– In-depth Problem Analysis, investigating the root cause of complaints and their impact on customers.
– Cross-Department Coordination, collaborating with internal teams to obtain solutions and resources.
– Flexibility & Autonomy, have flexibility and autonomy in decision making when handling complaints.
– Internal Customer Advocacy, representing the voice of customers within the company.
– Identify Systemic Problems, collaborate with all internal customer service teams to understand the issues that occur and prevent problems from recurring.
– Documentation & Reporting, recording case interactions and reporting complaint trends for improvement.
– Post-Resolution Follow-up, ensuring the solution is successful and customer satisfaction is maintained
Requirements :
– Min. Bachelor's degree
– Min. experience as Customer Service L2 with a focus on Complaint handling
– Have empathetic, persuasive and professional verbal and written communication skills.
– Strong in analysis to identify root causes and find innovative solutions.
– Experienced in negotiation and conflict mediation for positive outcomes.
– Organized, able to manage multiple cases at once with attention to detail and deadlines.
– Able to work effectively in a team and build relationships between departments.
– Able to work under pressure, manage emotions, and stay calm.
– Highly committed to customer satisfaction and a strong desire to resolve problems.
– Technology: Proficient with CRM systems (e.g., Zendesk) is a plus.
– Willing to work with shifting schedules
