Senior Customer Service

Overview

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.

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.

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.