Senior Customer Service

Are you passionate about delivering exceptional customer experiences and building lasting relationships? Join PT Easton Urban Kapital as our Senior Customer Service and play a key role in ensuring outstanding service excellence for our customers.

What You'll Do

• Monitor and maintain the performance of Customer Relations systems and applications to ensure operational stability and optimal user experience.

• Collaborate with internal development teams to identify, troubleshoot, and resolve system issues while ensuring timely delivery in accordance with Service Level Agreements (SLA).

• Develop, review, and continuously improve Standard Operating Procedures (SOPs) related to Customer Relations operations and system utilization.

• Analyze operational bottlenecks and recommend process improvements through system optimization and workflow automation.

• Manage feature requests and system enhancement initiatives by prioritizing business requirements and operational needs.

• Conduct root cause analysis for recurring operational issues and implement preventive solutions.

• Monitor vendor performance and ensure service quality meets agreed performance standards.

• Prepare operational performance reports, system analytics, and improvement recommendations for management.

• Develop annual system roadmaps aligned with business growth and digital transformation initiatives.

• Establish KPI frameworks and support continuous improvement of Customer Relations operations through data-driven decision making.

• Deliver system training and knowledge sharing to internal teams, ensuring effective adoption of new processes and technologies.

What We're Looking For

• Bachelor's Degree in any major, preferably Business, Management, Industrial Engineering, Information Systems, or related fields.

• Minimum 2 years of experience in the Real Estate or Property industry is mandatory.

• Minimum 3–5 years of experience in Customer Relations, Customer Experience, Customer Service Operations, or related roles.

• Strong understanding of the end-to-end customer journey within the property industry, from booking, construction updates, handover, after-sales service, to warranty handling.

• Experience working with CRM systems, ticketing systems, ERP, or Customer Management Systems.

• Able to analyze operational issues, identify root causes, and develop practical improvement solutions.

• Experience in preparing SOPs, workflows, and business process documentation.

• Familiar with Service Level Agreement (SLA) monitoring and operational performance reporting.

• Excellent communication, stakeholder management, and cross-functional collaboration skills.

• Strong analytical thinking with good attention to detail.

• Proficient in Microsoft Excel, Google Workspace, and presentation tools.

• Self-driven, proactive, adaptable, and able to work in a fast-paced environment.