Customer Service Agent

Gear Inc; Denpasar; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A customer service company in Denpasar, Bali is seeking a Customer Care Agent to manage customer inquiries via email and chat. The ideal candidate will possess strong English communication skills and previous experience in customer support. The role involves problem-solving and ensuring customer satisfaction in a professional environment. Attractive benefits include health insurance, paid leave, and career development opportunities.

Benefits

Attractive basic salary

BPJS Kesehatan and Ketenagakerjaan

Private Health Insurance

Training and career development opportunities

Sport activities and game room

Qualifications

• Minimum D3 education required.
• Proven experience as a Customer Care Agent or in customer support.
• Ability to handle multiple tasks and shift schedules.

Responsibilities

• Manage customer emails and chats efficiently.
• Identify customer needs and ensure satisfaction.
• Handle complaints and provide timely resolutions.
• Build relationships with customer accounts through communication.

Skills

English communication skills

Customer orientation

Problem-solving

Active listening

Organizational skills

BPO work experience

Education

Minimum D3 diploma

Tools

Intercom

Salesforce

Job description

Introduction

A Customer Care Agent will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems our customers' accounts might face accurately and efficiently.

The best Customer Care Agents are genuinely excited to help customers. They love to talk and understand the value of good communication skills. Problem-solving also comes naturally to Customer Care Agents. They are confident at troubleshooting and investigating if they don’t have enough information to answer customer questions or resolve complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

The Responsibilities

• Manage large amounts of incoming emails & chats with prompt time to answer
• Identify and assess customers’ needs to achieve satisfaction
• Transfer requests to the right internal stakeholder and track case resolution along the way
• Ensure efficient case tracking using our internal tools (Intercom / Salesforce)
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• Build sustainable relationships and trust with customer accounts through open and interactive communication

Key skills and experience

• All majors are welcome (minimum D3)
• Excellent skills in write, read, listen, and speak in English(B2 Results)
• BPO work experience is a plus
• Proven customer support experience or experience as a Customer Care Agent
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Problem solver, willing to find solutions in an efficient manner
• Organisation skills, ability to track issues and how they have been resolved
• Willing to work on weekend and public holiday
• Able to work on shifting schedules including night shifts
• Willing to be placed in Denpasar, Bali (Full WFO)

Benefits

• Attractive basic salary
• BPJS Kesehatan and BPJS Ketenagakerjaan
• Private Health Insurance
• Monthly internal events
• Paid leave
• Career path
• International, fun, and professional working environment:
• Working closely with experienced foreign experts;
• Free drinks (coffee, mineral water, etc.)
• Training and career development opportunities;
• Sport activities and game room.