Customer Service Officer

PT. Siiru Tech Indonesia; Jakarta Utara; On-site; IDR 33,480,000 - 61,380,000; Full time

Job summary

PT. Siiru Tech Indonesia is seeking a Customer Service professional to respond promptly to inquiries across email, chat, phone, and social media. You will provide accurate guidance, maintain records, and ensure customer satisfaction through empathetic support.

The role involves escalating complex issues, collaborating with Operations, Product, Sales, and Finance, and meeting SLA targets. A fast-paced environment with shift work may apply; prior CRM experience is advantageous.

Qualifications

• Fluent in English (speaking and writing) is required.
• Minimum 1 year of experience in Customer Service or related field.
• Strong verbal and written communication skills.
• Ability to multitask, prioritize, and manage time efficiently.
• Familiarity with CRM or support tools is an advantage.
• Excellent problem-solving skills with a calm and empathetic approach.
• Able to work in fast-paced environments with high inquiry volume.
• Willing to work in shifts, weekends, or public holidays if required.
• Positive attitude, strong work ethic, and a team-oriented mindset.

Responsibilities

• Respond promptly to customer inquiries via email, chat, phone, and social media.
• Provide accurate information, guidance, and solutions to customer needs.
• Escalate complex cases to relevant teams and ensure follow-up until resolved.
• Maintain detailed records of customer interactions in CRM or ticketing systems.
• Ensure high customer satisfaction by delivering polite, empathetic, and professional service.
• Track, monitor, and follow up on pending customer issues or unresolved tickets.
• Collaborate with other departments (Operations, Product, Sales, Finance) to resolve issues.
• Provide feedback to internal teams on recurring issues for process improvement.
• Meet service performance standards (SLA, response time, CSAT).
• Participate in training sessions to maintain updated product knowledge.

Skills

Fluent in English

Experience in Customer Service

Verbal and written communication

Multitasking

Time management

CRM tools

Problem solving

Adaptability

Shift work

Team oriented

Tools

CRM software

Ticketing systems

Job description

Respond promptly to customer inquiries via email, chat, phone, and social media.

Provide accurate information, guidance, and solutions to customer needs.

Escalate complex cases to relevant teams and ensure follow-up until resolved.

Maintain detailed records of customer interactions in CRM or ticketing systems.

Ensure high customer satisfaction by delivering polite, empathetic, and professional service.

Track, monitor, and follow up on pending customer issues or unresolved tickets.

Collaborate with other departments (Operations, Product, Sales, Finance) to resolve issues.

Provide feedback to internal teams on recurring issues for process improvement.

Meet service performance standards (SLA, response time, CSAT).

Participate in training sessions to maintain updated product knowledge.

Requirements

Fluent in English (speaking and writing) — MUST.

Minimum 1 year of experience in Customer Service or related field (required).

Strong verbal and written communication skills.

Ability to multitask, prioritize, and manage time efficiently.

Familiarity with CRM or support tools is an advantage.

Excellent problem-solving skills with a calm and empathetic approach.

Able to work in fast-paced environments with high inquiry volume.

Willing to work in shifts, weekends, or public holidays if required.

Positive attitude, strong work ethic, and a team-oriented mindset.

Nice-to-Have Skills

Experience in e-commerce, logistics, hospitality, travel or umrah industries.

Ability to communicate with international customers.

Basic analytical skills to identify support trends.