Customer Service Agent

PT Bumi Berkah Boga; Jakarta Utara; On-site; IDR 36,000,000 - 60,000,000; Full time

Job summary

Kopi Kenangan is seeking a Customer Service Agent who is passionate about delivering excellent customer experiences across channels such as WhatsApp, Instagram, Email, KK App, and Twitter, using Zendesk.

The ideal candidate holds a Diploma/Bachelor’s degree with 1–2 years in customer service, with strong communication, problem-solving, and decision-making skills, and willingness to work shifts including weekends and public holidays.

Qualifications

• Diploma or Bachelor's degree with 1–2 years in customer service.
• Familiar with Zendesk or other contact-center platforms.
• Strong problem-solving, communication and decision-making skills.
• Willing to work shifts, including weekends and public holidays.

Responsibilities

• Handle and resolve inquiries and complaints across platforms via Zendesk.
• Escalate unresolved cases promptly to relevant teams.
• Maintain knowledge of products and services to provide accurate responses.
• Support regular customer service reporting and analysis.
• Assist team leads in improving communication standards and procedures.

Skills

Problem solving

Communication

Decision making

Customer service mindset

Education

Diploma/Bachelor’s degree

Tools

Zendesk

Job description

Are you a customer service enthusiast who loves solving problems and great at handling complaints? We are looking for aCustomer Service Agent who are passionate about delivering excellent customer experiences across all our channels.

Ideal Candidate Profiles:

• Diploma/Bachelor’s degree with 1–2 years of experience in Customer Service.
• Familiarity with Zendesk or other contact center platforms.
• Strong problem-solving, communication, and decision-making skills.
• Able to work shifts, including weekends and public holidays.

Key Responsibilities:

• Handle and resolve customer inquiries and complaints across platforms (WhatsApp, Instagram, Email, KK App, Twitter) via Zendesk.
• Escalate unresolved cases to relevant departments with a sense of urgency and professionalism.
• Maintain deep knowledge of company products and services to provide accurate and helpful responses.
• Contribute to regular customer service reporting and analysis.
• Support team leads in improving communication standards and procedures.

The idea of Kopi Kenangan started because the founders have the mission to spread their passion for Indonesian coffee.

We would like to invite everybody to enjoy great coffee, great vibes, and get connected through a cup of great coffee.

Kopi Kenangan is a gathering ground for coffee enthusiast, quality producers and every individual who takes pride in what they do and do it with the utmost care.

We believe that simplicity is the highest form of art, therefore we want to create an uplifting and enlivening environment. We hope to promote wholesome living and a true sense of community.

What can I earn as a Customer Service Representative