Customer Service English LiveChat

PT Indotel Maju Bersama; Daerah Istimewa Yogyakarta; On-site; IDR 66,960,000 - 100,440,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Comprehensive training

Career progression

Flexible working arrangements

Job summary

PT Indotel Maju Bersama is seeking a Customer Service English LiveChat representative to join our growing call center team in Yogyakarta. This full-time role involves providing real-time English-language support to customers via live chat and delivering high-quality service in a fast-paced environment.

You will handle multiple chats, resolve inquiries, maintain accurate records, and escalate complex issues as needed while contributing to a positive team culture and meeting performance metrics.

Qualifications

• Fluent English with strong written and verbal skills.
• Experience in customer service, preferably live chat or call center.
• Able to multitask and manage several conversations at once.
• Fast typing with high accuracy.
• Patient, empathetic, and with good interpersonal skills.

Responsibilities

• Respond to customer inquiries via live chat in English with professionalism and accuracy.
• Provide timely and effective solutions to customer issues and concerns.
• Maintain detailed and accurate records of all customer interactions.
• Handle multiple chat conversations simultaneously while meeting quality standards.
• Identify customer needs and offer appropriate products or services.
• Escalate complex issues to supervisors or specialists when needed.
• Follow company protocols to ensure consistent service delivery.
• Contribute to a positive team environment and support colleagues.
• Monitor and meet key performance indicators like response time and satisfaction scores.

Skills

Fluent English

Customer service experience

Multitasking

Typing speed

Empathy

Interpersonal skills

Live chat platforms

CRM software

Attention to detail

Organizational skills

Education

High school diploma

Tools

Live chat software

Customer service software

CRM systems

Job description

About the role

We are seeking a Customer Service English LiveChat representative to join PT Indotel Maju Bersama, a dynamic and growing company in the call centre and consumer services industry. This is a full-time position based in Yogyakarta Special Region. As a Customer Service English LiveChat specialist, you will be the frontline of our customer support operations, providing real-time assistance to customers through our live chat platform. You will play a crucial role in delivering exceptional customer experiences, resolving inquiries promptly, and maintaining the high standards of service that define our company.

Key responsibilities

Respond to customer inquiries via live chat in English with professionalism and accuracy

Provide timely and effective solutions to customer issues and concerns

Maintain detailed and accurate records of all customer interactions and transactions

Handle multiple chat conversations simultaneously whilst maintaining quality and response time standards

Identify customer needs and offer appropriate products or services to enhance customer satisfaction

Escalate complex issues to supervisors or specialist teams when necessary

Follow company protocols and procedures to ensure consistent service delivery

Contribute to a positive team environment and support colleagues when needed

Monitor and meet or exceed key performance indicators such as response time, resolution rate and customer satisfaction scores

What we’re looking for

Fluent English communication skills, both written and verbal, with excellent grammar and spelling

Proven experience in customer service, preferably in a live chat or call centre environment

Strong problem-solving abilities and a customer-centric approach to service delivery

Ability to multitask and manage multiple conversations simultaneously without compromising quality

Excellent typing speed and accuracy to handle fast-paced interactions

Patience, empathy and strong interpersonal skills when dealing with diverse customers

Proficiency with customer service software and live chat platforms

High school diploma or equivalent; further education or certification in customer service is a plus

Ability to work flexible hours as required by the business, including potential evening or weekend shifts

Strong attention to detail and organisational skills

What we offer

PT Indotel Maju Bersama is committed to fostering a supportive and inclusive workplace. We offer competitive remuneration packages, performance-based incentives, and opportunities for career progression within our organisation. We provide comprehensive training programmes to support your professional development and equip you with the skills needed to excel in this role. Our company values work-life balance and offers flexible working arrangements where appropriate. We maintain a collaborative team environment where your contributions are recognised and valued. Additionally, we offer employee benefits that contribute to your overall wellbeing and satisfaction in your role.

About us

PT Indotel Maju Bersama is a prominent player in the call centre and consumer services industry, dedicated to delivering exceptional customer support solutions. We pride ourselves on maintaining high service standards and building strong relationships with our customers. Our company is driven by a commitment to excellence, innovation and customer satisfaction. We work with a diverse range of clients and industries, providing comprehensive support services that drive business success. At PT Indotel Maju Bersama, we believe our employees are our greatest asset, and we foster a culture of continuous improvement, teamwork and professional growth.