Senior Escalations Analyst - Customer Care (Remote in Bali)

Private Advertiser · 📍 Bali, Indonesia · Diposting 2026-10-09
FULL_TIME⭐ TERVERIFIKASI
IDR 18,000,000 - 25,000,000
We are seeking a highly skilled and experienced Senior Escalations Analyst to join our Customer Care team. This is a remote position based in Bali, offering competitive salary and benefits. The ideal candidate will have a strong background in customer service, conflict resolution, and a passion for helping customers resolve their issues effectively.

📋 Tanggung Jawab Pekerjaan

Manage and escalate customer complaints and issues to ensure timely resolution.,Analyze customer feedback and identify trends to improve customer service processes.,Coordinate with various departments to resolve complex customer issues.,Provide training and support to junior customer service representatives.,Monitor and report on customer satisfaction metrics and KPIs.,Maintain accurate records of customer interactions and resolutions.,Collaborate with the marketing team to develop and implement customer satisfaction initiatives.,Stay updated with industry trends and best practices in customer service.

🎓 Kualifikasi & Syarat

Bachelor's degree in Business Administration, Psychology, or a related field.,Minimum of 5 years of experience in customer service, with at least 2 years in a senior role.,Proven track record of resolving customer escalations and improving customer satisfaction.,Strong analytical and problem-solving skills.,Excellent communication and interpersonal skills.,Proficiency in English, both written and spoken.,Familiarity with CRM software and customer service tools.,Ability to work independently and manage multiple tasks in a fast-paced environment.

🛠️ Keahlian

Customer ServiceConflict ResolutionAnalytical SkillsProblem-SolvingCommunicationCRM SoftwareTraining and MentoringCustomer Satisfaction Metrics
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