Customer Service Frontliner Staff

SAMIR; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A customer-centric company in Jakarta is seeking a Customer Service Frontliner responsible for maintaining exceptional customer interactions and overseeing daily operations. The role requires providing face-to-face service, addressing customer inquiries, and managing escalations to ensure customer satisfaction. Candidates should possess a diploma or bachelor's degree and 1-3 years of relevant experience. Strong problem-solving, organizational, and coaching skills are essential. Join us to make an impactful contribution! 🌟

Qualifications

• 1-3 years of relevant experience in a Customer Service Lead or Frontliner role.
• Ability to work under pressure and manage competing priorities.
• Familiarity with customer service software and tools.

Responsibilities

• Provide exceptional face-to-face customer service by addressing inquiries.
• Monitor and analyze customer feedback to identify service improvements.
• Handle escalated customer concerns with effective solutions.

Skills

Customer service expertise

Problem-solving abilities

Coaching and mentoring

Organizational skills

Data analysis skills

Education

Diploma or Bachelor’s degree in any field

Tools

Customer service software

Job description

Primary Job Role:

The Customer Service Frontliner is responsible for ensuring exceptional face-to-face customer interactions by overseeing daily operations and maintaining high service standards. This role involves managing schedules, handling escalated customer concerns with effective solutions, and monitoring service performance metrics to drive continuous improvement. Additionally, the Customer Service Frontliner provides insights and recommendations to the Customer Service Manager to enhance overall service quality.

Job Description:

1. Provide exceptional face-to-face customer service by addressing inquiries, resolving issues, and ensuring a positive customer experience.
2. Manage daily customer interactions independently while maintaining high service standards.
3. Monitor and analyze customer feedback to identify areas for improvement in service delivery.
4. Implement process enhancements to improve efficiency and customer satisfaction.
5. Collaborate with the Customer Service Manager to address complex customer issues and ensure consistency in service policies.
6. Stay up to date with company products, services, policies, and procedures to provide accurate information to customers.
7. Handle escalated customer concerns professionally, ensuring timely and effective resolutions.
8. Prepare and submit regular reports on customer interactions and service performance to the Customer Service Manager.

Job Qualifications :

1. Diploma or Bachelor’s degree in any field.
2. Minimum 1-3 years of relevant experience in a Customer Service Lead or Frontliner role.
3. Excellent problem-solving abilities with a consultative approach.
4. Strong coaching and mentoring abilities
5. Strong problem-solving and decision-making skills
6. Ability to work well under pressure and manage competing priorities
7. Familiarity with customer service software and tools
8. Strong organizational and time management skills
9. Ability to analyze data and generate meaningful insights
10. Willingness to work flexible hours as required

Are you ready to be Samiritans?

Let's be part of our collaborative and innovative environment.

We want YOU to make an impact! 🌟