Customer Service: English LiveChat (Always Hiring)

About the role

We are seeking a Customer Service English LiveChat representative to join PT Indotel Maju Bersama, a dynamic and growing company in the call centre and consumer services industry. This is a full-time position based in Bantul, Yogyakarta Special Region. As a Customer Service English LiveChat specialist, you will be the frontline of our customer support operations, providing real-time assistance to customers through our live chat platform. You will play a crucial role in delivering exceptional customer experiences, resolving inquiries promptly, and maintaining the high standards of service that define our company.

Key responsibilities

• Respond to customer inquiries via live chat in English with professionalism and accuracy

• Provide timely and effective solutions to customer issues and concerns

• Maintain detailed and accurate records of all customer interactions and transactions

• Handle multiple chat conversations simultaneously whilst maintaining quality and response time standards

• Identify customer needs and offer appropriate products or services to enhance customer satisfaction

• Escalate complex issues to supervisors or specialist teams when necessary

• Follow company protocols and procedures to ensure consistent service delivery

• Contribute to a positive team environment and support colleagues when needed

• Monitor and meet or exceed key performance indicators such as response time, resolution rate and customer satisfaction scores

What we're looking for

• Fluent English communication skills, both written and verbal, with excellent grammar and spelling

• Proven experience in customer service, preferably in a live chat or call centre environment is a plus point

• Strong problem-solving abilities and a customer-centric approach to service delivery

• Ability to multitask and manage multiple conversations simultaneously without compromising quality

• Excellent typing speed and accuracy to handle fast-paced interactions

• Patience, empathy and strong interpersonal skills when dealing with diverse customers

• Proficiency with customer service software and live chat platforms is a plus point

• High school diploma or equivalent; further education or certification in customer service is a plus

• Ability to work flexible hours as required by the business, including potential evening or weekend shifts

• Strong attention to detail and organisational skills