Case Prevention Specialist (Customer Service)

Responsibilities:

• 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.

• Solution Development & Implementation, designing and implementing resolution plans, including negotiations with customers.

• Flexibility & Autonomy, have flexibility and autonomy in decision making when handling complaints.

• Internal Customer Advocacy, representing the voice of customers within the company.

• Risk & Reputation Mitigation, preventing problem escalation and protecting company reputation.

• 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 (Business Management, Communication, Customer Service, etc.).

• Min. 3-5 years of experience as Customer Service, with a focus on handling complex complaints or VIP customers.

• 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.

• 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 and full WFO in Haji Nawi, South Jakarta.