Introduction
We are seeking a dynamic and customer‑focused Customer Service Representative to join our growing team. This role is ideal for a motivated individual who thrives in a fast‑paced environment, enjoys solving problems, and is passionate about delivering exceptional service. The successful candidate will become the primary point of contact for our customers, handling inquiries, resolving issues, and ensuring a positive experience across all touchpoints.
Responsibilities
- Respond promptly to inbound calls, emails, and chat messages, providing accurate information and courteous assistance.
- Identify customer needs, troubleshoot technical or service‑related problems, and guide users through step‑by‑step resolutions.
- Document all interactions in the CRM system, ensuring that records are complete, up‑to‑date, and compliant with data‑privacy standards.
- Escalate complex issues to senior support staff or relevant departments while maintaining ownership until closure.
- Monitor and manage service level agreements (SLAs) to meet or exceed target response and resolution times.
- Collect and analyze customer feedback, providing actionable insights to improve products, processes, and overall satisfaction.
- Participate in regular training sessions and team meetings to stay current on product updates, policies, and best practices.
- Support promotional campaigns and upsell opportunities when appropriate, contributing to the company’s revenue goals.
- Maintain a professional and polished appearance both on‑site and in virtual interactions, reflecting the brand’s values.
Requirements
- Education: Minimum D3/D4 (Associate or Bachelor’s degree) in any discipline; high school diploma (SMA/SMK) is acceptable with relevant experience.
- Age & Gender: Female candidates, preferably 20‑28 years old.
- Experience: At least 1 year of proven experience in a customer service or call‑center environment, preferably within ISP, retail, or similar service‑oriented sectors.
- Communication Skills: Excellent verbal and written Indonesian; basic English (passive) is a plus.
- Technical Proficiency: Comfortable using Microsoft Office, email, and common support tools such as WhatsApp, CRM platforms, and ticketing systems.
- Core Skills: Strong interpersonal skills, patience, empathy, problem‑solving ability, and the capacity to work under pressure and meet targets.
- Personal Attributes: Honest, disciplined, responsible, detail‑oriented, and able to work both independently and as part of a team.
- Additional Advantages: Experience with social media engagement, basic network administration knowledge, and quick adaptability to new technologies.
Benefits
- Competitive monthly salary with performance‑based bonuses.
- Comprehensive health and dental insurance coverage.
- Paid annual leave, sick days, and public holidays.
- Professional development programs, including certifications and workshops.
- Opportunities for career advancement within a fast‑growing organization.
- Modern office environment with ergonomic workstations and a supportive team culture.
- Flexible schedule: Monday to Saturday, 08:00 – 17:00, with occasional remote work options.
About Company
Our company is a leading provider of telecommunications and digital solutions, serving thousands of residential and business customers nationwide. We pride ourselves on innovation, reliability, and a customer‑centric approach that sets industry standards. With a vibrant corporate culture that encourages collaboration, continuous learning, and community involvement, we empower our employees to grow both personally and professionally. Join us and become part of a forward‑thinking organization that values your contribution and supports your career journey.
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