Customer Service Agent

Pt Bumi Berkah Boga; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading customer service company in Jakarta is looking for a Customer Service Agent to provide high-quality support and assistance to customers. The ideal candidate should have a minimum of a diploma, at least one year of customer service experience, and strong communication skills. This role entails handling customer inquiries and complaints promptly while maintaining a good relationship with clients.

Qualifications

• Minimum 1 year experience in customer service.
• Ability to explain information clearly and effectively.
• Careful handling of customer information and inquiries.

Responsibilities

• Handle customer complaints and issues effectively and efficiently.
• Maintain an understanding of the company's products or services.
• Collect feedback from customers to improve experience.

Skills

Strong verbal and written communication skills

Analytical skills

Experience with Zendesk

Education

Minimum Diploma

Job description

The Customer Service Agent is responsible for providing high-quality support and assistance to customers by addressing inquiries, solving problems, and ensuring overall satisfaction. This role is crucial to maintaining positive relationships between the company and its customers.

Ideal Candidate Profile:

• Minimum Diploma with min 1 year experience in customer service.
• Previous experience using Zendesk preferred.
• Strong verbal and written communication skills; ability to explain information clearly and effectively.
• Strong analytical skills to identify and resolve customer issues.
• Careful handling of customer information and inquiries.
• Willing to work shifting schedule.

Job Role:

• Handle customer complaints, issues, or concerns effectively and efficiently, ensuring that solutions are provided promptly.
• Maintain an in-depth understanding of the company's products or services to offer accurate information and support.
• Identify when to elevate issues to relevant divisions/departments (if needed) to ensure timely resolution.
• Collect feedback from customers to help improve products, services, and customer experience.
• Prepare and provide reports about overall customer questions and complaints periodically.

Kenangan Brands owns multiple brands:

• Kopi Kenangan, a much loved coffee chain store with close to 1000 stores across Indonesia.
• Kenangan Coffee Malaysia launched in 2022, where we now have more than 100 stores across Malaysia.
• Kenangan Coffee Singapore launched in 2023, where we now have 8 stores.
• Kenangan Coffee India launched in 2025, where we now have 3 stores.
• Kopi Kenangan Hanya Untukmu, our Ready-To-Drink FMCG subsidiary.