Job description for Customer Happiness & Solutions Specialist at Flokq
All applications must be submitted ENTIRELY IN ENGLISH (CV/Portfolio/Cover Letter/Other related documents). Fluency in English is mandatory for this role. Applications submitted in languages other than English will not be reviewed.
About the Role
At Flokq, customer support is not a traditional call-center function.
Our team operates at the intersection of customer experience, coordination, and problem resolution. We handle real-world residential situations that require ownership, judgement, and cross-team collaboration.
The team is responsible for ensuring that residents receive clear, timely, and effective assistance throughout their stay. As a Customer Happiness & Solutions Specialist, you will manage tenant cases end-to-end, from understanding the issue, coordinating with internal teams and external partners, to ensuring the matter is fully resolved.
This role requires someone who is structured, proactive, and capable of managing multiple ongoing cases simultaneously. You will regularly communicate with tenants, property owners, management, vendors, and internal teams to ensure that issues are handled efficiently and resolved smoothly.
This position is not suitable for candidates who are only comfortable responding to messages, following scripts, or performing purely administrative tasks. The role requires independent thinking, accountability, and strong problem-solving ability, while maintaining a professional and supportive customer experience.
Key Responsibilities
Customer Communication & Relationship Management
- Communicate with tenants in a clear, professional, and supportive manner while managing expectations appropriately.
- Inform tenants about schedules, delays, or updates in a timely and clear manner.
- Maintain transparency, accountability, and attentiveness in all communications.
- Build trust with tenants, property owners, vendors, and internal teams through consistent follow-through.
Case Ownership & Resolution
- Take full ownership of tenant cases from the moment they are reported until final resolution.
- Understand customer concerns clearly through careful communication, ask the right questions when necessary, and identify the root cause of the issue before determining the appropriate solution.
- Provide accurate information, solutions, and guidance according to Flokq’s processes and policies.
- Ensure no case is left unattended by maintaining active follow-ups and tracking progress until completion.
Service Coordination & Vendor Management
- Arrange and schedule vendor visits when necessary, track service progress, and ensure that work is completed properly.
Documentation & Case Tracking
- Maintain clear and accurate case notes in the system for every interaction, decision, and follow-up.
- Update internal trackers related to maintenance requests, lease extensions, move-outs, and unresolved cases.
- Ensure that all relevant updates, decisions, and outcomes are properly recorded for team visibility and accountability.
Professional Standards & Improvement
- Maintain a high level of professionalism and composure even in difficult or sensitive conversations.
- Support improvements to internal processes by highlighting operational gaps or inefficiencies.
Requirements
- Excellent communication and coordination skills in English and Bahasa Indonesia
- Based in Yogyakarta, working remotely with teams in Jakarta
- Resilient under pressure, able to handle challenging situations, and capable of thinking quickly while making well-considered, thoughtful decisions.
- A keen eye for detail, a strong sense of responsibility and ownership, and solid problem-solving skills.
