Customer Service Officer

One Derland Enterprise; Denpasar; On-site; IDR 78,120,000 - 100,440,000; Full time

Job summary

ONE derland Enterprise in Bali, Indonesia seeks a dedicated Customer Service Officer to support the Migration team. You will manage visa inquiries, schedule consultations, and assist with application preparation while maintaining professional client communication and organised records.

Responsibilities include handling inquiries via email/phone/WhatsApp, coordinating consultations, and supporting administrative tasks and document checks. Fresh graduates are welcome to apply.

Qualifications

• Bachelor's degree (any major) required.
• Strong English communication skills, written and spoken.
• Customer-focused mindset with professional and empathetic approach.
• Good time management and multitasking abilities.
• High attention to detail and accuracy.
• Proficiency in Microsoft Office and CRM systems.
• Positive attitude and willingness to learn.

Responsibilities

• Respond to enquiries and follow up with prospective clients promptly.
• Conduct initial eligibility assessments for visa enquiries.
• Schedule and coordinate client consultations and payments.
• Prepare consultation notes and assist with post-consultation follow-ups.
• Communicate professionally with clients via email, phone, WhatsApp, and live chat.
• Maintain client records in CRM and handle invoicing and reminders.
• Support Case Managers with document checks and form completion.
• Organise client documents and monitor deadlines.

Skills

English communication

Customer focus

Time management

Multitasking

Attention to detail

MS Office

CRM systems

Education

Bachelor's degree

Tools

Microsoft Office

CRM systems

Job description

We are seeking a dedicated and organised Customer Service Officer to support our Migration team. This role combines client-facing responsibilities with administrative support, working closely with Registered Migration Agents and Case Managers to ensure a smooth process and positive client experience.You will be one of the first points of contact for visa enquiries and play an important role in managing consultations, client communication, and supporting application preparation.

Key Responsibilities:

• Respond to enquiries and follow up with prospective clients in a timely manner
• Conduct initial, high-level eligibility assessments for visa enquiries
• Schedule and coordinate client consultations, including payment follow-ups
• Prepare consultation notes and assist with post-consultation follow-ups
• Communicate professionally with clients via email, phone, WhatsApp, and live chat
• Handle inbound calls and online enquiries during rostered shifts
• Maintain accurate and up-to-date client records in CRM systems
• Support general administrative tasks such as invoicing, reminders, and file updates

Additional Responsibilities (as required):

• Organise and manage client documents in line with internal standards
• Assist with initiating online visa applications and uploading documents
• Support Case Managers with form completion and document checks
• Track outstanding documents and follow up with clients as needed
• Report any issues or delays to relevant team members
• This role is ideal for someone who is highly organised, detail-oriented, and able to manage multiple tasks while maintaining a high level of professionalism and client care.

Qualifications & Skills:

• Bachelor's degree (all majors are welcome to apply)
• Strong English communication skills, both written and spoken
• Customer-focused mindset with a professional and empathetic approach
• Good time management and multitasking abilities
• High attention to detail and accuracy
• Proficiency in Microsoft Office and CRM systems
• Positive attitude and willingness to learn

Preferred (Not Essential):

• At least 1 year of experience in a related role (fresh graduates are encouraged to apply)
• Experience in customer service, administration, sales, or marketing
• Experience working with international clients or multicultural environments
• Interest in migration processes and document-based work