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Customer Service Representative
CommercialPT Inovasi Otentik Indonesia
About this role
Role Description: Handle customer inquiries and complaints via phone, email, and live chat, ensuring fast responses within SLA and high customer satisfaction.
Key Responsibilities:
- Respond to customer inquiries via phone/email/live chat within SLA
- Resolve customer complaints and escalate complex cases
- Accurately log customer interactions in the CRM system
- Meet monthly CSAT (Customer Satisfaction Score) targets
- Coordinate with other teams to resolve customer issues
- Provide product/service information to customers
Requirements:
- Min. Diploma (D3) / Bachelor's degree, any major (fresh graduates welcome)
- 1–2 years of customer service experience (a plus, not mandatory)
- Good verbal & written communication (Bahasa Indonesia & basic English)
- Familiarity with CRM tools (Zendesk, Freshdesk, etc.) is a plus
- Patient, empathetic, strong problem-solving skills
- Willing to work in shifts
Requirements
Skills
- Clear verbal & written communication; proficiency with CRM/helpdesk tools (Zendesk, Freshdesk, Salesforce); problem-solving ability; capable of handling multiple channels (phone/email/chat) simultaneously
Experience
- 1–2 years of experience in customer service, call center, or a customer-facing role; experience handling complaints/escalations; experience meeting SLA/CSAT targets
Education
- Minimum Diploma (D3) or Bachelor's degree, any major; background in communications/business is a plus
Certifications
- Customer service certifications, English proficiency certificates (TOEFL/IELTS), CRM tool certifications
CV Quality
- Clear structure, quantified achievements (CSAT score, ticket volume, resolution time), no typos, concise and well-organized
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