Introduction
We are seeking a dynamic Staf Frontliner Layanan Pelanggan to join our fast‑growing customer service team. This role is the first point of contact for our clients, ensuring that every interaction reflects our commitment to quality, professionalism, and empathy. As a front‑line representative, you will work in a collaborative environment that values continuous improvement, teamwork, and a proactive approach to problem‑solving. The position offers a structured shift schedule, providing stability while allowing you to develop leadership capabilities within a supportive corporate culture.
Responsibilities
- Handle inbound and outbound customer inquiries via phone, email, and chat, providing accurate information and timely resolutions.
- Diagnose and troubleshoot common product or service issues, escalating complex cases to senior specialists when necessary.
- Maintain detailed records of customer interactions in the CRM system, ensuring data integrity and facilitating follow‑up actions.
- Monitor service level agreements (SLAs) and work proactively to meet or exceed response time targets.
- Assist in training new team members by sharing best practices and demonstrating effective communication techniques.
- Participate in daily shift handover meetings, reporting on key metrics, recurring problems, and customer feedback trends.
- Contribute ideas for process improvements, helping to streamline workflows and enhance overall customer satisfaction.
- Support team leaders in scheduling, shift coverage, and resource allocation to maintain optimal staffing levels.
Requirements
- Minimum education: SMA/SMK (senior high school) or equivalent; a S1 degree is preferred.
- At least 1 year of relevant experience in customer service, call centre, or a related front‑line role.
- Willingness to work on a shift system, including weekends (Monday‑Saturday).
- Strong leadership potential and the ability to manage small teams or projects.
- Excellent verbal communication skills in Bahasa Indonesia and, preferably, basic English proficiency.
- Proven problem‑solving abilities, with a calm demeanor under pressure.
- High level of empathy, active listening, and a customer‑centric mindset.
- Basic computer literacy, familiarity with CRM tools, and proficiency in Microsoft Office.
- All genders are welcome to apply.
Benefits
- Competitive monthly salary with performance‑based bonuses.
- Comprehensive health insurance covering medical, dental, and vision.
- Paid annual leave, sick leave, and public holidays.
- Professional development programs, including communication workshops and leadership training.
- Opportunities for career advancement into supervisory or specialist roles.
- Employee assistance program and wellness initiatives.
- Transportation allowance and meal vouchers for shift work.
About Company
Our company is a leading provider of consumer‑focused services in the Southeast Asian market, renowned for its innovative solutions and unwavering dedication to customer excellence. With a workforce of over 5,000 professionals, we operate across multiple channels—call centres, digital platforms, and in‑person service points—delivering consistent, high‑quality experiences. Our culture promotes inclusivity, continuous learning, and empowerment, encouraging every employee to take ownership of their role and contribute to the organization’s long‑term success. Join us and become part of a forward‑thinking team that values your growth as much as its own.
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