Deskripsi Pekerjaan
Are you a fluent Korean speaker with a passion for delivering exceptional customer experiences? Zarada Indonesia is seeking a highly motivated and detail-oriented Customer Service Operations Associate to join our dynamic team in Jakarta Selatan. In this role, you will be the bridge between our brand and our Korean-speaking clients, ensuring every interaction is handled with professionalism, efficiency, and cultural nuance.
You will play a pivotal role in our daily operations by managing end-to-end customer communications, overseeing reservation workflows, and maintaining accurate records within our CRM system. We are looking for a proactive problem-solver who thrives in a fast-paced environment and is committed to maintaining the high service standards that Zarada Indonesia is known for. If you are eager to grow your career in operations and customer success, we want to hear from you!
Tanggung Jawab
- Manage and respond to customer inquiries via email, chat, and phone in both Korean and Indonesian/English.
- Facilitate smooth reservation processes and handle booking adjustments with precision.
- Maintain and update comprehensive customer profiles and interaction logs within the CRM database.
- Collaborate with cross-functional teams to resolve customer complaints and escalate complex issues when necessary.
- Monitor service quality metrics and contribute to process improvement initiatives.
- Prepare daily/weekly operational reports to ensure team targets and KPIs are met.
- Maintain high levels of customer satisfaction by providing proactive support and personalized solutions.
Kualifikasi
- Fluent in Korean (written and spoken) is mandatory; proficiency in English or Indonesian is highly valued.
- Bachelor's degree in any field or equivalent work experience in customer service or operations.
- Proven experience in a customer-facing role, preferably within a multinational company.
- Strong interpersonal skills with the ability to handle challenging situations with patience and empathy.
- Proficiency in CRM software and standard office applications (MS Office/Google Workspace).
- Excellent organizational and time-management skills with the ability to multitask effectively.
- High degree of accuracy and attention to detail.