Customer Experience Agent

Ruangguru; Kota Yogyakarta; Sur place; IDR 44 640 000 - 66 960 000; Plein temps

Résumé du poste

Ruangguru, a leading technology-based education platform in Indonesia, is hiring for a customer service role. You will handle inquiries via chat and email, provide accurate guidance, and troubleshoot issues to ensure timely resolutions.

We seek candidates who are customer-focused, communicative, and capable of thriving in a fast-paced environment. Fresh graduates are welcome, and experience in customer service is a plus.

Qualifications

• Diploma (D3) or Bachelor’s Degree (S1) from any major.
• Fresh graduates are welcome to apply.
• Excellent communication skills, both verbal and written.
• Customer-focused with strong problem-solving abilities.
• Able to adapt and work effectively in a fast-paced environment.
• Detail-oriented, responsible, and committed to delivering high-quality service.
• Comfortable using digital tools and customer support platforms.
• Able to work collaboratively in a team environment.
• Previous experience in customer service or contact center is a plus.

Responsabilités

• Handle customer inquiries through chat, email, and other support platforms.
• Provide accurate information, guidance, and solutions based on customer needs and policies.
• Identify customer concerns and perform effective troubleshooting for timely resolution.
• Deliver excellent customer service with a professional and empathetic approach.
• Escalate complex issues to the relevant teams when necessary.
• Record and maintain accurate customer interaction details in the system.
• Collaborate with internal teams to improve service quality and customer experience.
• Achieve individual performance targets based on Customer Experience metrics.

Connaissances

Excellent communication

Customer-focused

Problem-solving

Team player

Adaptable to fast-paced environment

Formation

Diploma or Bachelor’s degree

Outils

CRM systems

Chat platforms

Email/support tools

Description du poste

Ruangguru adalah perusahaan teknologi pendidikan yang menyediakan pengalaman belajar terpadu agar siswa mendapatkan akses yang lebih baik terhadap konten dan layanan pendidikan berkualitas. Melalui platform Ruangguru, siswa dapat mengakses video pembelajaran, bank soal, materi persiapan ujian, serta rangkuman materi belajar. Kehadiran Ruangguru telah membantu keluarga memperoleh akses pendidikan yang lebih terjangkau sekaligus meningkatkan hasil belajar siswa. Namun, tantangan seperti pemerataan dan kesenjangan akses pendidikan masih menjadi pekerjaan besar. Kami percaya bahwa teknologi adalah kunci untuk menciptakan perubahan dan menghadirkan pendidikan yang lebih berkualitas bagi semua. Ruangguru is a tech-enabled education company that provides a one-stop learning experience for students to have better access to quality content and service. Ruangguru has allowed students to access better quality educational content in the form of learning videos, question banks, test-prep materials, and study notes. Ruangguru platform has been proven to not only help families reduce the cost for education, but also elevate student outcomes. However, there are still problems such as equality and disparity to solve. We believe that technology is the key to jump forward to solve this problem.

Job Descriptions

• Handle customer inquiries through various communication channels (chat, email, and other support platforms).
• Provide accurate information, guidance, and solutions based on customer needs and company policies.
• Identify customer concerns and perform effective troubleshooting to ensure timely resolution.
• Deliver excellent customer service with a professional and empathetic approach.
• Escalate complex issues to the relevant teams when necessary.
• Record and maintain accurate customer interaction details in the system.
• Collaborate with internal teams to improve service quality and customer experience.
• Achieve individual performance targets based on Customer Experience metrics.

Job Requirements

• Minimum education: Diploma (D3) or Bachelor's Degree (S1) from any major.
• Fresh graduates are welcome to apply.
• Have excellent communication skills, both verbal and written.
• Customer-focused with strong problem-solving abilities.
• Able to adapt and work effectively in a fast-paced environment.
• Detail-oriented, responsible, and committed to delivering high-quality service.
• Comfortable using digital tools and customer support platforms.
• Able to work collaboratively in a team environment.
• Previous experience in customer service, contact center, or related fields is a plus.