Customer Service Representative

About the role

This is a customer service position offering two career tracks: Sales Track or Voice/Hotline Track. You will provide professional customer consultation services, handle customer inquiries, record and escalate issues, and conduct follow-ups on cases until closure.

Key responsibilities

• Provide professional customer consultation services and answer customer questions accurately according to business SOP and service module guidelines

• Record customer issues well and escalate technical problems and complaints that cannot be resolved within SLA timeframe to relevant teams

• Conduct full follow-up on all escalated cases until case closure, handing over unresolved cases to Team Leader or designated colleague if unable to continue

• Maintain and improve customer satisfaction levels with professional service attitude and standard work processes

• For Sales Track: identify customer needs and recommend suitable products or solutions, with strong persuasion and negotiation skills

• For Voice/Hotline Track: handle high-volume inbound/outbound calls with excellent verbal fluency and ability to de-escalate tense situations

About you

• Must have 1 year of sales experience or call center voice experience

• Proficient in operating Windows systems, skilled in Microsoft Office use (opening, saving, editing files) and sending/receiving emails via Outlook

• Understanding of basic mobile phone operations and other electronic products

• Good communication skills, pressure resilient, emotional management capability, able to handle customer problems calmly

• Willing to work shift system including nights, weekends, and holidays, adjusting to 24/7 operational service needs

• For L1 Position: Good English reading and writing ability and can speak English in professional setting

• For L2 Position: Good English listening, speaking, reading and writing ability for daily customer service communication

• For Sales Track: proven sales experience with measurable results, goal-oriented, driven by performance targets and sales incentives

• For Voice/Hotline Track: excellent verbal fluency and clear pronunciation, quick thinking and fast response ability under pressure

Benefits

• Complete BPJS Health & BPJS Employment coverage

• Structured work training for new employees

• Monthly performance bonus

• Clear career promotion pathway

• Professional and standardized work environment

• Fast interview process for qualified candidates

• Allowances and work facilities can be discussed during interview