Customer Service

Iglobal sentosa jaya; Jakarta Utara; On-site; IDR 55,800,000 - 89,280,000; Full time

Benefits offered by this job

Competitive salary

Career development

Positive work culture

Job summary

Iglobal Sentosa Jaya is seeking a Customer Service Representative to join our team in South Jakarta. You will engage customers via phone, email, chat, and other channels, delivering helpful information and resolving issues to foster satisfaction.

You will maintain accurate records, process orders and returns, and escalate complex cases. The role requires strong communication, CRM proficiency, and the ability to balance multiple tasks in a fast-paced environment.

Qualifications

• Experience in customer service or call centre environments.
• Strong verbal and written communication skills.
• Familiarity with CRM tools and data management.
• Ability to multitask and handle multiple inquiries concurrently.
• Demonstrated problem-solving abilities under pressure.

Responsibilities

• Respond to customer enquiries via telephone, email, chat, and other channels in a timely, professional manner.
• Resolve issues and complaints aiming for first-contact resolution.
• Provide accurate information about products and services.
• Maintain detailed records of customer interactions in the company system.
• Process orders, returns, and refunds per policies.
• Identify needs and recommend suitable products or services.
• Escalate complex issues to senior staff when needed.
• Follow scripts while maintaining a natural, friendly tone.
• Meet or exceed targets for call handling time and CSAT.

Skills

Customer service

Excellent communication

CRM tools

Multitasking

Problem solving

Tools

CRM software

Job description

About the role

We are seeking a dedicated and customer-focused Customer Service Representative to join the team at Iglobal Sentosa Jaya. This is a full-time position based in South Jakarta, Jakarta. As a Customer Service Representative, you will be the voice of our company, providing exceptional support to our customers through various communication channels. You will play a vital role in building and maintaining strong customer relationships, resolving queries efficiently, and ensuring customer satisfaction at every touchpoint. This position is essential to our commitment to delivering outstanding service excellence and contributing to the overall success of the organisation.

What you'll be doing

Respond to customer enquiries via telephone, email, chat, and other communication channels in a timely and professional manner

Resolve customer issues and complaints effectively, working towards first-contact resolution whenever possible

Provide accurate information about products and services to customers

Maintain detailed and accurate records of customer interactions and transactions in the company system

Process orders, returns, and refunds in accordance with company policies and procedures

Identify customer needs and recommend appropriate products or services

Escalate complex issues to senior staff or management when necessary

Follow company scripts and guidelines whilst maintaining a natural and friendly communication style

Meet or exceed performance targets including call handling time, customer satisfaction scores, and first-call resolution rates

Contribute to a positive team environment and support colleagues when needed

What we’re looking for

Proven experience in a customer service or call centre environment, ideally within a fast-paced setting

Excellent communication skills, both verbal and written, with the ability to articulate clearly and professionally

Strong listening and empathy skills to understand and address customer concerns effectively

Proficiency with computer systems, databases, and customer relationship management (CRM) tools

Ability to multitask and manage multiple customer interactions simultaneously without compromising quality

Problem-solving skills and the ability to think quickly and make sound decisions under pressure

Patience and emotional resilience when dealing with challenging or frustrated customers

Strong organisational skills and attention to detail

Ability to work independently and as part of a collaborative team

Willingness to learn and adapt to new systems, procedures, and products

Flexibility to work shifts, including potential early mornings, evenings, or weekends as required

What we offer

At Iglobal Sentosa Jaya, we are committed to supporting the growth and wellbeing of our employees. We offer a competitive salary package commensurate with experience and qualifications. Our benefits include opportunities for professional development and career advancement within the organisation. We foster a supportive and collaborative team environment where your contributions are valued and recognised. We provide ongoing training to help you develop your skills and succeed in your role. We also prioritise work-life balance and employee wellbeing, offering a positive workplace culture that encourages engagement and job satisfaction.

About us

Iglobal Sentosa Jaya is a customer-focused organisation dedicated to delivering high-quality products and services. We pride ourselves on our commitment to excellence and our strong emphasis on customer satisfaction. Our team is passionate about providing exceptional support and building lasting relationships with our clients. We operate with integrity, professionalism, and a customer-first mindset. We are looking for talented individuals who share our values and are committed to making a positive impact in the customer service industry.

Your application will include the following questions:

• Pernyataan mana di bawah ini yang paling mendeskripsikan hakmu bekerja di Indonesia?
• Berapa gaji bulanan yang kamu inginkan?
• How many years' experience do you have in a Customer Service Role?
• Kualifikasi mana yang kamu miliki?
• Apakah kamu bersedia bekerja dengan sistem shift?