Job Description
Full details about the role and requirements
Yukerja Summary
The Quality Assurance (Customer Experience / Operations) role at Coway is curated from JobStreet (category Teknologi & IT). Note the work location (South Jakarta, Jakarta) before applying. Yukerja.com is not the employer — applications are handled on the official source site.
Job Description
Support operations improvement initiatives and lead Careline-related projects (reporting to TL)
Build, maintain, and monitor internal KPI frameworks to track team performance
Create and update SOPs, guidelines, internal memos, and announcements
Manage and develop omnichannel customer service operations
Handle and monitor segmented cases (critical/urgent inquiries, including SNS issues)
Coordinate and manage escalations across departments
Prepare and present regular reports (daily, weekly, monthly) with insights and recommendations
Support Customer Service Planning, including workforce planning, scheduling, and performance monitoring
Qualifications
Bachelor’s degree from a reputable university
Minimum 3 years of experience in Customer Service / Call Center / Contact Center
Strong understanding of customer service operations and workflows
Hands-on experience in SOP creation and process improvement
Proficient in Microsoft Excel & Google Sheets (pivot tables, formulas, charts)
Good analytical and strategic thinking skills
Comfortable with data presentation, reporting, and project timeline management
Experience in Customer Service Planning (WFM, scheduling, forecasting) is a strong advantage