Asst. Client Support Officer

PT CRIF Lembaga Informasi Keuangan; Setiabudi; On-site; IDR 44,640,000 - 66,960,000; Full time

Job summary

PT CLIK is seeking an Assistant Client Support Officer to join our Service Desk team in Jakarta. You will deliver first-level technical support, assist clients during onboarding, and focus on resolving issues within defined SLAs while reducing onsite visits.

You will monitor client tickets, escalate urgent cases as needed, maintain thorough records, and collaborate with cross-functional teams to improve products and services.

Qualifications

• Bachelor's degree in any field.
• Minimum 1 year in Customer Service, Helpdesk, Call Center, or Customer Care roles.
• Strong technical troubleshooting and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Fluent in English, both written and spoken.

Responsibilities

• Provide onboarding training and assistance to clients during the onboarding process.
• Maintain strong commitment to delivering excellent customer service and understanding incident prioritization.
• Monitor and respond to client tickets within defined SLAs and response times.
• Proactively take ownership of critical cases and escalate as needed to ensure swift resolution.
• Maintain detailed records of all Service Desk activities for tracking and improvement.
• Collaborate with cross-functional teams to support product and service development.

Skills

Customer service

Troubleshooting

Communication

Education

Bachelor's degree

Job description

As an Assistant Client Support Officer, you will be an integral part of our dynamic Service Desk team, responsible for delivering efficient and effective first-level support to address technical issues reported by our clients. You will specialize in handling specific product groups and play a key role in resolving reported issues within defined Service Level Agreements (SLAs) while reducing the need for onsite visits.

Key responsibilities

Provide training and assistance to clients during the onboarding process to ensure a smooth transition

Maintain a strong commitment to delivering excellent customer service, understanding the prioritization of incidents and their relative significance to the business as a whole

Monitor and respond promptly to incoming client tickets related to technical issues, adhering to the response and resolution times agreed upon by the client

Proactively take ownership of highly critical and urgent cases, applying the necessary and immediate escalation to the Service Desk Supervisor and other related stakeholders or divisions to ensure swift resolution and client satisfaction

Maintain detailed records of all Service Desk activities to facilitate tracking, analysis, and improvement of service quality

Collaborate with cross-functional teams to support the development of products and services

About you

Bachelor's degree in any field

Minimum 1 year of experience in Customer Service, Helpdesk, Call Center, or Customer Care roles

Strong technical troubleshooting and problem-solving abilities

Excellent communication and interpersonal skills

Customer-focused mindset with the ability to prioritize and manage tasks effectively

Skilled in documenting incidents and maintaining knowledge bases

Willingness to learn continuously and adapt to new technologies

Strong collaboration and teamwork capability

Ability to work under pressure and manage high-priority or critical cases with urgency

Fluent in English, both written and spoken

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Berapa gaji bulanan yang kamu inginkan?
• How many years' experience do you have as a Customer Support Officer?
• Kualifikasi mana yang kamu miliki?
• Do you have Technical Troubleshooting experience?

PT CLIK is an innovative company specializing in credit bureau, predictive analytics and decision systems; our clients are mainly finance companies, insurance companies, utilities and enterprises.

PT CLIK is an innovative company specializing in credit bureau, predictive analytics and decision systems; our clients are mainly finance companies, insurance companies, utilities and enterprises.

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