Deskripsi Pekerjaan
Are you looking to kickstart or advance your career in the BPO industry without the stress of constant phone calls? YWA Human Resource Corporation is actively hiring for our pioneer group: Wave 1 Blended Non-Voice Support Agents. This position offers a 100% virtual recruitment process, allowing you to apply, get interviewed, and secure your job offer from the comfort of your home.
As a Blended Non-Voice Agent, you will manage customer interactions primarily through digital channels like email, live chat, and back-office systems, with occasional outbound voice interactions as required. This is an exceptional opportunity for detail-oriented individuals who excel in written communication and want to be part of a high-growth, supportive, and rewarding work environment.
Why Join Wave 1?
Being part of our pioneer wave means you will have first-row access to fast-track career growth, comprehensive training, competitive compensation, and excellent healthcare benefits (HMO). We value work-life balance and provide the tools and coaching you need to succeed daily.
Tanggung Jawab
- Manage and resolve customer inquiries and support tickets efficiently through email, live chat, and occasional outbound calls.
- Provide accurate and empathetic solutions to customer issues by utilizing internal databases and CRM tools.
- Maintain high-quality performance standards, including Meet-Target CSAT (Customer Satisfaction) and QA (Quality Assurance) metrics.
- Document all customer interactions, feedback, and escalations accurately in the system.
- Collaborate with team leads and shift supervisors to continuously improve internal workflows and service quality.
- Adhere to scheduled shift times, breaks, and attendance policies to support team performance.
Kualifikasi
- Completed at least Senior High School, or a High School Graduate with relevant customer service experience.
- At least 6 months of BPO experience (voice, non-voice, or blended) is highly preferred, but fresh graduates with strong communication skills are welcome.
- Excellent written English communication skills, with a strong grasp of grammar, spelling, and professional tone.
- Good typing speed (at least 30-35 WPM with 90% accuracy) and strong multitasking abilities.
- Comfortable working on shifting schedules, including night shifts, weekends, and holidays.
- Must have access to a reliable internet connection and a quiet workspace for the virtual application and assessment process.