Introduction
We are seeking a dedicated Customer Service Representative to join our dynamic team. This position is ideal for individuals who thrive in a fast‑paced environment, enjoy solving problems, and are passionate about delivering exceptional service to our diverse customer base. The successful candidate will work closely with sales, operations, and support departments to ensure a seamless experience for clients across multiple channels, including phone, email, and live chat.
Responsibilities
- Respond promptly to inbound customer inquiries via telephone, email, and live chat, maintaining a professional and courteous tone.
- Identify and resolve customer issues, escalating complex cases to senior staff when necessary while ensuring timely follow‑up.
- Process orders, returns, and refunds accurately, verifying customer information and adhering to company policies.
- Maintain detailed records of all customer interactions in the CRM system, documenting resolutions and feedback for continuous improvement.
- Collaborate with cross‑functional teams to address product questions, service outages, and billing discrepancies.
- Provide product knowledge and recommendations that enhance customer satisfaction and promote upselling opportunities.
- Monitor and achieve key performance indicators such as average handling time, first‑call resolution, and customer satisfaction scores.
- Participate in regular training sessions and share best practices with colleagues to elevate overall service quality.
- Assist in the development and updating of FAQ resources, scripts, and standard operating procedures.
- Contribute ideas for process improvements that streamline workflow and reduce response times.
Requirements
- Age: 23‑30 years old.
- Education: Minimum D3/D4 (Diploma) or equivalent.
- Experience: At least 1‑2 years of proven experience in a customer service or call‑center role.
- Gender: Open to all genders.
- Strong communication skills in Bahasa Indonesia and basic English proficiency.
- Honest, detail‑oriented, and able to work independently while maintaining a team spirit.
- Proficiency with CRM software, Microsoft Office Suite, and familiarity with ticketing systems.
- Excellent problem‑solving abilities and a calm demeanor under pressure.
- Flexible to work Monday through Saturday, 08:00 – 17:00.
- Demonstrated ability to handle high call volumes while maintaining quality standards.
Benefits
- Competitive base salary with performance‑based incentives.
- Comprehensive health and dental insurance plans.
- Paid annual leave, sick leave, and public holidays.
- Professional development opportunities, including workshops and certifications.
- Employee assistance program and wellness initiatives.
- Friendly and inclusive workplace culture that values diversity.
- Modern office facilities with ergonomic workstations and a break lounge.
- Transportation allowance or company‑provided shuttle service.
- Recognition programs that celebrate outstanding customer service achievements.
About Company
Our company is a leading provider in the consumer services sector, committed to delivering innovative solutions that improve everyday life. With a strong presence across multiple regions, we pride ourselves on a customer‑centric philosophy, continuous improvement, and a collaborative work environment. Our mission is to exceed expectations through reliable service, transparent communication, and a passionate team that drives growth and excellence. Joining our organization means becoming part of a forward‑thinking family that invests in its people and celebrates success together.
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