Introduction
We are seeking a dynamic and service‑focused Customer Service Representative – Customer Support Specialist to join our growing team. This full‑time position is based in Indonesia and offers the chance to engage directly with our customers, delivering timely and effective solutions while representing our brand with professionalism and empathy. The ideal candidate is a diligent, organized woman with at least a diploma (D3/D4) level education, excellent communication skills, and a natural talent for problem solving. She will work Monday through Saturday, from 08:00 to 17:00, contributing to a positive customer experience that drives loyalty and brand reputation.
Responsibilities
- Respond promptly to inbound inquiries via phone, email, and live chat, ensuring each interaction meets our high standards of clarity and courtesy.
- Identify, diagnose, and resolve customer issues ranging from product inquiries to technical troubleshooting, escalating complex cases to senior staff when necessary.
- Maintain accurate and detailed records of all customer communications in the CRM system, updating ticket statuses and noting follow‑up actions.
- Provide clear and concise information about company policies, service offerings, and promotional programs, helping customers make informed decisions.
- Collaborate with cross‑functional teams—including sales, logistics, and product development—to relay customer feedback and suggest service improvements.
- Develop and share knowledge‑base articles, FAQs, and step‑by‑step guides to reduce repetitive inquiries and empower customers to self‑serve.
- Monitor service level agreements (SLAs) and key performance indicators (KPIs) such as first‑contact resolution, average handling time, and customer satisfaction scores.
- Participate in regular training sessions and team meetings to stay updated on new products, system upgrades, and best practices in customer care.
- Uphold a disciplined, organized work environment, adhering to company policies, attendance schedules, and professional conduct standards.
Requirements
- Gender: Female (per company policy).
- Education: Minimum D3/D4 (Associate or Bachelor degree) in any relevant field.
- Age: No upper limit; candidates must be legally eligible for employment.
- Experience: Entry‑level candidates are welcome; prior customer service experience is a plus.
- Strong verbal communication skills in Bahasa Indonesia; proficiency in English is advantageous.
- Excellent listening abilities and the capacity to convey information clearly and concisely.
- Demonstrated problem‑solving aptitude with a proactive, solution‑oriented mindset.
- High degree of personal discipline, neatness, and a courteous demeanor.
- Ability to work flexible hours, including Saturdays, while maintaining a consistent performance level.
Benefits
We value our employees and offer a competitive benefits package designed to support both professional growth and personal well‑being:
- Competitive base salary with performance‑based incentives.
- Health insurance covering medical, dental, and vision care.
- Paid annual leave, public holidays, and additional days off for special occasions.
- Opportunities for continuous learning through workshops, certifications, and mentorship programs.
- Career advancement pathways within our expanding customer support and operations divisions.
- Employee recognition programs that celebrate outstanding service and teamwork.
- Transportation allowance or company‑provided shuttle service for daily commute.
About Company
Our company is a leading provider in the consumer goods sector, dedicated to delivering high‑quality products and exceptional service across the Indonesian market. With a strong commitment to innovation, sustainability, and community engagement, we have built a reputation for reliability and trust. Our workforce is our greatest asset, and we foster an inclusive culture where every employee can contribute, grow, and thrive. By joining us as a Customer Support Specialist, you become part of a vibrant team that places the customer at the heart of everything we do.
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