Customer Happiness & Solutions Specialist

• Deskripsi pekerjaan Customer Happiness & Solutions Specialist 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, judgment, 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.

• Who We’re Looking For
• 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.