Customer Service Live Chat

PT. Sahabat Mikro Fintek; Jakarta Utara; On-site; IDR 60.000.000 - 80.000.000; Full time

Job summary

A leading fintech company in Indonesia is looking for a skilled Customer Service Agent to provide front-line support through Call and Live Chat. The ideal candidate has a Bachelor's degree, experience in customer service or live chat, and excellent communication skills. You'll resolve customer inquiries professionally and maintain accurate records of interactions in a collaborative environment.

Qualifications

• Proven experience as a Customer Service or Live Chat Agent, preferably in e-commerce, fintech, or banking.
• Excellent communication skills – both verbal and written.
• Able to remain calm and professional in handling difficult or upset customers.

Responsibilities

• Provide front-line support to customers through Call and Live Chat.
• Resolve customer complaints and provide appropriate solutions.
• Maintain accurate and detailed records of customer interactions.

Skills

Customer Support

Chat Management

Problem-Solving

Communication

Education

Bachelor's degree

Tools

CRM systems

Job description

Job Description

• Provide front-line support to customers through Call and Live Chat, addressing inquiries and complaints.
• Open to rotating roles across other channels such as Email and Social Media, as needed.
• Respond to customer inquiries in a timely and professional manner.
• Identify and assess customer needs to ensure high levels of satisfaction.
• Resolve customer complaints and provide appropriate solutions within company policies and procedures.
• Follow up with customers to ensure their issues have been fully resolved.
• Provide accurate information about the company’s products and services.
• Collaborate with other teams to ensure timely and effective resolution of customer issues.
• Maintain accurate and detailed records of customer interactions and transactions.

Job Qualifications

• Bachelor’s degree from any major.
• Proven experience as a Customer Service or Live Chat Agent, preferably in the e-commerce, fintech, or banking industry.
• Strong skills in managing chat flow, handling escalations, recognizing chat patterns, and performing data verification.
• Familiarity with CRM systems and customer support tools.
• Excellent communication skills – both verbal and written.
• Strong problem-solving skills and ability to think quickly under pressure.
• Able to remain calm and professional in handling difficult or upset customers.
• High attention to detail and strong multitasking ability.
• Good time management and task prioritization skills.

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