English Speaker Customer Expert (US Market) - NIGHT SHIFT

About the role

As a Night Shift English Customer Expert, you will provide customer support for US based clients. You will handle customer inquiries through multiple communication channels, investigate cases using internal systems, maintain accurate records, and deliver professional, solution-oriented customer service.

Key responsibilities

• Handle customer inquiries through Email, Phone, WhatsApp, and other communication channels

• Investigate customer cases using internal systems and determine appropriate solutions according to company procedures

• Maintain accurate records of every customer interaction and update case information in the internal system

• Deliver professional, courteous, and solution-oriented customer service

• Escalate complex or unresolved cases to the relevant internal teams when necessary

• Achieve established quality, productivity, and service performance targets

• Participate in training sessions, team briefings, coaching, and quality improvement activities

About you

• Diploma (D3) or Bachelor's Degree (S1) in any discipline

• English proficiency at C1 level

• Confident communicating professionally in English

• Strong attention to detail with analytical and problem-solving abilities

• Comfortable working in a dynamic, fast-paced environment

• Minimum typing speed of 50 WPM

• Willing to work on permanent night shift

• Willing to work onsite (WFO) at TPID Yogyakarta

• Available to work rotating shifts, weekends, and public holidays as required

• Able to join immediately

Benefits

• Competitive basic salary above Yogyakarta UMR

• Monthly performance incentives and project allowance

• Shift allowance based on assigned working schedule

• Overtime compensation (where applicable)

• Additional pay for working on public holidays

• BPJS Kesehatan and BPJS Ketenagakerjaan

• Clear internal career development opportunities

• Comprehensive onboarding, training, and continuous learning programs

• Opportunity to support an international logistics project and gain global customer service experience