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