Job description for Senior Customer Care & Service Quality Executive at Flokq
Company: Flokq
Location: Yogyakarta, Indonesia
Department: Customer Experience
## About the Role
Flokq is a technology-driven real estate business operating across Indonesia. We help customers navigate residential rentals by connecting them with property owners, agents, and the services needed throughout their tenancy.
We are hiring a Senior Customer Care & Service Quality Executive to strengthen our customer support function. This position combines direct customer assistance with service quality monitoring, complex case management, and coordination with other departments.
You will be expected to exercise sound judgement, manage sensitive situations independently, and help colleagues maintain consistent standards when assisting customers.
## Responsibilities
Customer Case Ownership
- Take charge of difficult enquiries and complaints that require additional investigation, judgement, or coordination.
- Assess customer concerns, verify relevant information, and determine the appropriate course of action under company guidelines.
- Handle sensitive discussions concerning rental arrangements, property issues, payments, deposits, and service expectations.
- Keep customers informed of developments and ensure outstanding commitments receive appropriate attention.
- Identify cases requiring managerial decisions and provide a clear summary of the situation before escalation.
Service Quality and Team Support
- Review customer interactions to identify communication gaps, inaccurate information, and opportunities to improve service delivery.
- Assist colleagues with complex enquiries and provide practical guidance on handling challenging customer situations.
- Help new team members understand internal procedures, service expectations, and customer communication standards.
- Identify recurring mistakes and recommend corrective actions to improve the team's overall performance.
- Support the development of internal reference materials and guidelines for handling common customer scenarios.
Coordination and Resolution
- Liaise with Finance, Sales, Supply, Operations, property owners, and other relevant parties to obtain solutions for customers.
- Track dependencies that may delay the completion of customer requests and follow up with the responsible parties.
- Assist with cases involving maintenance, property readiness, rental administration, tenancy documentation, and move-in arrangements.
- Verify that agreed actions have been completed and communicate the outcome to the customer.
- Help resolve misunderstandings between customers and stakeholders through clear communication and accurate documentation.
Monitoring and Process Improvement
- Maintain oversight of unresolved cases and identify matters requiring urgent attention.
- Analyse complaint patterns, service delays, and recurring customer concerns.
- Prepare periodic summaries of service quality, outstanding issues, and operational challenges.
- Recommend improvements to internal workflows and customer handling procedures.
- Support the implementation of changes designed to reduce repeat complaints and improve resolution efficiency.
## Candidate Profile
- Diploma or bachelor's degree in a relevant discipline.
- 3–5 years of experience in customer service, customer care, hospitality, service operations, or a related field.
- Proven ability to handle difficult customers and resolve complicated service issues.
- Strong Bahasa Indonesia communication skills; English proficiency is an advantage.
- Comfortable making decisions within established guidelines and recognising when management intervention is necessary.
- Able to coordinate with multiple stakeholders and manage competing priorities.
- Strong attention to detail, follow-through, and written documentation.
- Familiarity with spreadsheets, customer databases, CRM software, and digital communication tools.
- Experience guiding colleagues or monitoring service quality is an advantage.
## Performance Evaluation
The role will be assessed on the quality and timeliness of case resolution, effectiveness in managing escalations, accuracy of customer records, adherence to service procedures, support provided to team members, and improvements in recurring customer issues.
Previous experience in real estate, residential leasing, or property management will be beneficial.
