Introduction
We are looking for a dedicated Staff Customer Service Professional to join our dynamic team. This role serves as the front line of communication between our customers and the company, handling inquiries, resolving issues, and ensuring a seamless experience across all touch points. The ideal candidate will possess strong interpersonal skills, a solid foundation in customer service best practices, and the ability to thrive in a fast‑paced, shift‑based environment that includes public holidays. Fluency in English and proficiency with Microsoft Office are essential, as is a minimum of one year’s experience in a customer‑facing or ticketing role.
Responsibilities
- Respond promptly to inbound customer calls, emails, and chat messages, providing accurate information and solutions.
- Log and manage all customer interactions in the ticketing system, ensuring each case is tracked, prioritized, and closed within agreed service level agreements (SLAs).
- Identify recurring issues, document patterns, and collaborate with the operations and product teams to implement preventive measures.
- Maintain up‑to‑date knowledge of company products, services, and policies to deliver consistent and reliable information.
- Assist customers with booking, ticket modifications, refunds, and other transactional processes while adhering to company guidelines.
- Provide clear, courteous, and professional communication in both English and the local language, adapting tone to suit different customer profiles.
- Support team members during peak periods by sharing best practices and offering on‑the‑spot coaching.
- Prepare regular reports on call volume, ticket resolution times, and customer satisfaction metrics for management review.
- Participate in shift rotations, including weekends and public holidays, to guarantee 24/7 coverage.
- Continuously seek opportunities for personal development and attend scheduled training sessions on new tools, policies, and soft‑skill enhancement.
Requirements
- Minimum education: SMA/SMK or equivalent.
- At least 1 year of proven experience in customer service, preferably within ticketing or hospitality environments.
- Fluent written and spoken English; additional local language proficiency is a plus.
- Excellent verbal and written communication skills, with a strong focus on empathy and active listening.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and familiarity with ticketing software.
- Ability to work flexible shifts, including weekends and public holidays.
- Team‑oriented mindset with the capacity to collaborate effectively across departments.
- Strong problem‑solving abilities and the aptitude to handle stressful situations calmly.
- Professional demeanor, punctuality, and a commitment to delivering outstanding customer experiences.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance coverage for employee and dependents.
- Paid annual leave, sick leave, and additional holiday bonuses.
- Opportunities for career advancement and internal promotion.
- Regular training programs focused on customer service excellence and personal development.
- Employee assistance program (EAP) and wellness initiatives.
- Transportation allowance and meal vouchers for shift work.
About Company
Our company is a leading provider in the travel and entertainment sector, delivering high‑quality ticketing solutions to millions of customers nationwide. With a reputation built on reliability, innovation, and exceptional service, we invest heavily in our people, fostering a culture of continuous improvement and collaborative success. By joining our team, you become part of a vibrant organization that values diversity, encourages creativity, and rewards dedication. We are committed to creating an inclusive workplace where every employee can thrive and contribute to our shared mission of delighting customers at every interaction.
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