Assistant Manager Sales Analyst & Branch Support (Mandarin Speaker)

Aqua Elektronik; Jawa Barat; Remote; IDR 55,800,000 - 89,280,000; Full time

Benefits offered by this job

Competitive salary

Remote work

Training & development

Supportive virtual team

Job summary

Aqua Elektronik is seeking a motivated Remote Customer Support Agent to join our fully remote team and assist customers from Pekanbaru, Riau. You will be the first point of contact, handling inquiries and guiding users through solutions.

This role offers home-based flexibility, a supportive virtual team, and opportunities for training and professional growth as you deepen product knowledge and contribute to customer satisfaction metrics.

Qualifications

• Minimum experience in customer support, preferably remote.
• Fluent in Bahasa Indonesia and English.
• Strong problem solving and time management.
• Proficient with helpdesk software, ticketing systems, and CRM tools.
• Able to work from a dedicated home office with reliable internet.

Responsibilities

• Respond to inquiries via live chat, email, and phone with professionalism.
• Diagnose and resolve technical and non-technical issues with clear guidance.
• Maintain accurate records in the CRM and ticketing system.
• Escalate unresolved issues and ensure timely follow-up.
• Help enhance self-service resources and knowledge base articles.
• Collaborate with remote colleagues and other departments.
• Adhere to SLAs and participate in regular virtual trainings.

Skills

Remote work experience

Customer support

Bilingual: Bahasa Indonesia/English

Strong communication

Time management

Tools

Helpdesk software

Ticketing systems

CRM

Job description

Our client is looking for a motivated and customer-focused Remote Customer Support Agent to join their fully remote team, supporting customers from Pekanbaru, Riau . This is a fantastic opportunity for individuals who thrive in a home-based work environment and are passionate about providing outstanding service. You will be the first point of contact for customers, handling a wide range of inquiries and ensuring a positive and efficient support experience. As a remote employee, you will have the flexibility to manage your workday from the comfort of your home office while remaining a crucial part of our globally distributed team. We are committed to building a supportive and inclusive remote culture where every team member feels connected and empowered. Join us and contribute to our mission of delivering exceptional customer support anywhere in the world.

About the Role

Our client is looking for a motivated and customer-focused Remote Customer Support Agent to join their fully remote team, supporting customers from Pekanbaru, Riau . This is a fantastic opportunity for individuals who thrive in a home-based work environment and are passionate about providing outstanding service...

Key Responsibilities

• Respond to customer inquiries via live chat, email, and phone with professionalism and efficiency.
• Diagnose and resolve technical and non-technical issues, guiding customers through step-by-step solutions.
• Maintain accurate and comprehensive records of customer interactions, feedback, and issues within our CRM system.
• Escalate unresolved issues to senior support staff or relevant departments while ensuring proper follow-up.
• Proactively identify opportunities to improve the customer support experience and suggest process enhancements.
• Develop and maintain a deep understanding of our products and services to provide informed assistance.
• Contribute to the growth of our self-service resources by creating and updating knowledge base articles.
• Collaborate effectively with remote team members and other departments to resolve customer concerns.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Participate in regular virtual team meetings and training sessions to stay updated on product changes and support best practices.

Requirements

• Previous experience in a customer support or call center role, preferably in a remote setting.
• Excellent communication and interpersonal skills, with fluency in Bahasa Indonesia and English.
• Strong problem-solving capabilities and the ability to think critically under pressure.
• Proficient in using helpdesk software, ticketing systems, and standard office applications.
• A reliable internet connection and a dedicated, quiet home office workspace.
• Self-motivated with the ability to work independently and manage time effectively.
• A positive attitude, empathy, and a genuine desire to help customers.
• Experience with (mention a specific relevant software or industry, e.g., SaaS products, e-commerce platforms) is highly desirable.
• Must be legally authorized to work in Indonesia and reside in or be willing to be based in the Pekanbaru, Riau region, despite the remote nature of the role.
• Comfortable working in a completely remote, computer-based environment.

Benefits

This role offers a competitive salary, the flexibility of remote work, and the opportunity to be part of an innovative company culture. We provide comprehensive training, opportunities for professional development, and a supportive virtual team environment. Enjoy the convenience of working from home while making a significant impact on our customer satisfaction metrics.