Deskripsi Pekerjaan
We are looking for a dedicated and customer-focused Customer Experience Staff to join our dynamic Contact Center team in Kebayoran Lama, Jakarta. In this role, you will be the front line of our company, ensuring every customer interaction is handled with professionalism, empathy, and efficiency. As a key member of our customer service team, you will manage inquiries, resolve complaints, and provide solutions that enhance overall customer satisfaction.
Our ideal candidate thrives in a fast-paced environment, possesses excellent communication skills, and has a genuine passion for helping others. You will have the opportunity to work across multiple contact channels including inbound and outbound calls, emails, and chat. We are committed to providing top-tier training and growth opportunities for the right individuals.
If you are a proactive problem-solver with a strong customer service orientation, we invite you to apply and become part of our mission to deliver exceptional experiences every day.
Tanggung Jawab
- Handle customer inquiries, complaints, and requests via inbound and outbound calls, emails, and chat channels
- Provide timely and accurate solutions to customer issues while maintaining a positive and professional demeanor
- Identify root causes of recurring problems and escalate complex cases to the appropriate departments
- Document all interactions meticulously in the CRM system for tracking and reporting
- Collaborate with team members to improve service processes and enhance the overall customer journey
- Meet or exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores
- Stay updated on product knowledge, company policies, and industry trends to offer informed assistance
Kualifikasi
- Minimum Diploma (D3) or Bachelor's degree (S1) in any major; a focus in Communications or Business is a plus
- At least 1 year of experience in a customer service or call center environment
- Excellent verbal and written communication skills in Bahasa Indonesia and English
- Strong problem-solving abilities and a customer-centric approach
- Ability to multitask, navigate multiple systems, and maintain composure under pressure
- Proficiency in Microsoft Office (Word, Excel) and experience with CRM software is an advantage
- Willingness to work in shifts (including weekends and public holidays) as required in a contact center operation
- Residing in or willing to commute to the Kebayoran Lama area