Introduction
We are seeking a dynamic and customer‑focused individual to join our growing team as a Contact Center Agent (Inbound/Omnichannel). This full‑time position is ideal for candidates who thrive in fast‑paced environments, enjoy solving problems, and are passionate about delivering exceptional service. The role involves acting as the primary point of contact between our valued customers and the company, ensuring that every interaction is handled with professionalism, empathy, and efficiency.
Responsibilities
- Handle inbound calls, live chat, and email inquiries, providing accurate information about products and services.
- Address customer questions, complaints, and requests promptly, aiming for first‑contact resolution.
- Act as a liaison between customers and internal departments to facilitate issue escalation and follow‑up.
- Document all interactions in the CRM system, capturing transaction details, comments, and any unresolved issues.
- Assist customers with order cancellations, error corrections, and troubleshooting technical problems.
- Coordinate with clients or partner teams when additional support or clarification is required.
- Provide constructive feedback to supervisors regarding process inefficiencies and suggest improvements.
- Maintain up‑to‑date knowledge of product features, promotional campaigns, and company policies.
- Participate in regular training sessions and performance reviews to continuously enhance service quality.
- Adhere to scheduled shift patterns, including rotating days and weekends, to ensure 24/7 coverage.
Requirements
- Minimum education: D3/D4 (Associate or Bachelor’s degree) in any field.
- Age: 35 years or younger.
- At least 1 year of proven experience as an inbound or omnichannel contact‑center agent (non‑financial‑lending or non‑desk‑collection environments).
- Excellent verbal communication skills in Bahasa Indonesia; clear articulation and active listening are essential.
- Strong interpersonal abilities, with a focus on empathy, patience, and problem‑solving.
- Proficiency with CRM software, ticketing systems, and basic computer applications.
- Willingness to work flexible shifts, including evenings, weekends, and public holidays as needed.
- Gender: Open to all genders.
- Ability to work under pressure while maintaining a positive attitude.
Benefits
- Competitive monthly salary with performance‑based incentives.
- Comprehensive health insurance (medical, dental, vision) for employees and eligible dependents.
- Paid time off, including annual leave, sick leave, and public holidays.
- Professional development opportunities, including workshops, certifications, and language training.
- Career advancement pathways within a fast‑growing organization.
- Employee assistance program (EAP) for mental‑health support.
- Transportation allowance or reimbursement for commuting expenses.
- Modern office environment equipped with ergonomic workstations and break areas.
About Company
Our company is a leading provider of customer experience solutions in Indonesia, serving a diverse portfolio of clients across retail, telecommunications, and e‑commerce sectors. With a commitment to innovation and service excellence, we empower our agents with state‑of‑the‑art technology, ongoing training, and a collaborative culture that values every team member’s contribution. Join us and become part of a vibrant organization where your skills are recognized, your growth is supported, and your work directly impacts the satisfaction of thousands of customers every day.
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