Junior Case Preventive Manager (Customer Service) - Yogyakarta

About the role

This role involves end-to-end case management, proactively managing and resolving difficult complaints until resolution. You will serve as the primary point of contact for customers, building trust and providing status updates while conducting in-depth problem analysis to investigate root causes and their impact. You will coordinate across departments to obtain solutions and resources, design and implement resolution plans including negotiations with customers, and represent the voice of customers within the company. The role requires flexibility and autonomy in decision-making, risk and reputation mitigation to prevent problem escalation, identification of systemic problems in collaboration with internal teams, documentation and reporting of case interactions and complaint trends, and post-resolution follow-up to ensure customer satisfaction.

Key responsibilities

• Handle end-to-end case management and proactively manage and resolve difficult complaints

• Serve as primary point of contact, building trust and providing status updates

• Conduct in-depth problem analysis to investigate root causes and their impact on customers

• Collaborate with internal teams to obtain solutions and resources

• Design and implement resolution plans, including negotiations with customers

• Represent the voice of customers within the company

• Prevent problem escalation and protect company reputation

• Collaborate with internal customer service teams to identify systemic problems and prevent recurring issues

• Record case interactions and report complaint trends for improvement

• Ensure post-resolution follow-up and maintain customer satisfaction

About you

• Minimum Bachelor's degree in Business Management, Communication, Customer Service, or related field

• Minimum 3-5 years of experience as Team Leader or Supervisor in Customer Service, with focus on handling complex complaints or VIP customers

• Empathetic, persuasive and professional verbal and written communication skills

• Strong analytical skills 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 and manage emotions

• Highly committed to customer satisfaction and strong desire to resolve problems

• Proficient with CRM systems (e.g., Zendesk) is a plus

• Willing to work with shifting schedules and full WFO at Yogyakarta