Overview
Customer Care Social Media Operations Specialist Jobs in Jakarta, Indonesia at DANA Indonesia
Title: Customer Care Social Media Operations Specialist
Company: DANA Indonesia
Location: Jakarta, Indonesia
About the role
We are looking for a Customer Care Social Media Operations Specialist to drive operational excellence across Social Media Customer Service. This role will manage BPO performance, analyze operational insights, and lead continuous improvement initiatives to enhance customer experience, service quality, and operational efficiency.
You’ll be working on:
- Lead day-to-day Social Media Customer Service operations and ensure service levels and business targets are met.
- Manage BPO performance through regular monitoring, analysis, governance, and improvement initiatives.
- Partner with BPO, Quality Assurance, and Training teams to drive operational excellence.
- Analyze operational data, customer feedback, and performance metrics to identify trends and root causes.
- Develop and implement initiatives to improve customer experience, service quality, and operational efficiency.
- Coordinate cross-functional projects with Product, Operations, Quality, Training, and other stakeholders.
- Establish performance monitoring and reporting to drive continuous improvement and achieve business KPIs.
- Leverage AI and automation to improve customer service operations and efficiency.
Qualifications:
- Bachelor’s degree in Business, Management, Communications, or a related field.
- 2–4 years of experience in Customer Service Operations, Social Media Operations, or Customer Experience.
- Experience managing or collaborating with BPO partners.
- Strong analytical, problem-solving, and root-cause analysis skills.
- Experience in process improvement, Quality Assurance, Training, or Project Management is a plus.
- Strong communication, stakeholder management, and project coordination skills.
- Data-driven mindset with the ability to manage multiple initiatives in a fast-paced environment.
- Familiarity with AI tools and automation for operational improvement is preferred.
