Introduction
We are seeking a dynamic Customer Care Representative – Customer Experience Management to join our fast‑growing service team. In this role, you will be the primary point of contact for our valued customers, handling inquiries across multiple channels, resolving issues promptly, and championing a culture of excellence in customer experience. This position offers a vibrant work environment where you can develop your communication expertise, problem‑solving abilities, and contribute directly to the brand’s reputation.
Responsibilities
- Respond to customer inquiries received via telephone, email, live chat, and social media platforms with a courteous, professional, and solution‑focused attitude.
- Diagnose and resolve product or service issues quickly, escalating complex cases to senior support when necessary while keeping the customer informed at every step.
- Provide clear, accurate information about company products, service plans, pricing, and policies, ensuring customers understand their options and any next steps.
- Build and nurture long‑term relationships by following up on resolved cases, gathering feedback, and identifying opportunities to increase customer loyalty.
- Maintain precise records of all interactions in the CRM system, update ticket statuses, and generate routine reports for performance monitoring.
- Collaborate with cross‑functional teams—including sales, product development, and quality assurance—to share customer insights and suggest service improvements.
- Participate in regular training sessions and stay up‑to‑date on new product launches, system upgrades, and industry best practices.
- Contribute ideas for process enhancements, create FAQ content, and assist in developing self‑service resources for customers.
- Adhere to the company’s service level agreements (SLAs) and quality standards, aiming to exceed target metrics for response time, resolution rate, and customer satisfaction (CSAT).
Requirements
- Minimum education: High School Diploma (SMA/SMK) or equivalent; a Bachelor’s degree (S1) is preferred.
- At least 1 year of experience in a customer service, call‑center, or similar front‑line role.
- Strong verbal and written communication skills in Bahasa Indonesia and English; ability to convey information clearly and empathetically.
- Demonstrated ability to remain calm under pressure, think analytically, and solve problems efficiently.
- Excellent interpersonal skills with a genuine passion for delivering outstanding customer experiences.
- Basic understanding of the company’s products or services; willingness to learn technical details quickly.
- Proficiency with standard office software (MS Office, Google Workspace) and familiarity with CRM platforms.
- Flexibility to work Monday through Saturday, 08:00 – 18:00, including occasional overtime during peak periods.
- All genders are welcome to apply; diversity and inclusion are core values of our organization.
Benefits
- Competitive monthly salary with performance‑based bonuses.
- Comprehensive health insurance covering medical, dental, and vision care.
- Paid annual leave, sick leave, and public holidays.
- Opportunities for professional development, including workshops, certification courses, and mentorship programs.
- Employee assistance program (EAP) for personal and professional well‑being.
- Team building events, quarterly outings, and a supportive workplace culture.
- Transportation allowance or company‑provided shuttle service for commuting staff.
- Access to a modern office equipped with ergonomic furniture, high‑speed internet, and collaborative workspaces.
About Company
Our company is a leading provider of innovative consumer solutions in the Southeast Asian market, recognized for its commitment to quality, reliability, and customer satisfaction. With a portfolio that spans electronics, digital services, and lifestyle products, we serve millions of customers across multiple channels. Our mission is to create lasting value by listening to our customers, anticipating their needs, and delivering experiences that exceed expectations. We foster an inclusive, high‑performance culture where every employee is empowered to grow, contribute ideas, and make a tangible impact on the business.
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