Customer Service Representative

PT KeenConnect Konsultama Indonesia; Kota Yogyakarta; On-site; IDR 39,060,000 - 72,540,000; Full time

Job summary

PT KeenConnect Konsultama Indonesia is seeking a Customer Service Representative who will provide professional support to customers, handle inquiries, and resolve issues efficiently. The role emphasizes clear communication, timely issue resolution, and a positive customer experience in a dynamic environment.

Responsibilities include handling inquiries across multiple channels, delivering accurate product/service information, and following up to ensure resolution while maintaining empathy and

Qualifications

• Bachelor's degree (S1) or equivalent qualification.
• Good spoken and written English communication skills are essential.
• Fresh graduates welcome to apply; prior customer service experience is an advantage.

Responsibilities

• Handle customer inquiries across phone, email, live chat, and messaging platforms.
• Provide accurate information regarding products, services, bookings, or customer concerns.
• Address complaints, identify root causes, and offer solutions per policies.
• Record interactions and resolutions in the company systems.
• Follow up on unresolved cases and coordinate with internal teams for timely resolution.
• Maintain professional, empathetic, customer-focused communication at all times.
• Meet performance targets related to customer satisfaction, response time, and service quality.
• Escalate complex cases when necessary.
• Adhere to SOPs and quality guidelines; ensure proper shift handovers for continuity.

Skills

Verbal communication

Active listening

Problem solving

Customer focus

Empathy

Multi-tasking

Education

Bachelor's degree

Job description

Job Description: Customer Service Representative

About the Role

We are seeking a customer-oriented and communicative Customer Service Representative to provide professional support to customers, handle inquiries, and resolve issues efficiently.

The successful candidate will play an important role in delivering a positive customer experience through clear communication, accurate information, and timely issue resolution. This position is suitable for individuals who are passionate about customer service, enjoy helping others, and are eager to develop their professional skills in a dynamic working environment.

Key Responsibilities

Handle customer inquiries through various communication channels, including phone, email, live chat, and messaging platforms.

Provide accurate information and assistance regarding the company's products, services, bookings, or other customer-related concerns.

Address customer complaints, identify the root causes of issues, and provide appropriate solutions in accordance with company policies and procedures.

Record customer interactions, inquiries, complaints, and resolutions accurately in the company's systems.

Follow up on unresolved cases and coordinate with relevant internal teams to ensure timely and effective resolution.

Maintain professional, empathetic, and customer-focused communication at all times.

Meet established performance targets related to customer satisfaction, response time, service quality, and issue resolution.

Escalate complex or unresolved cases to the appropriate team or supervisor when necessary.

Adhere to company policies, standard operating procedures (SOPs), and quality assurance guidelines.

Ensure proper shift handovers to maintain service continuity and operational efficiency.

Qualifications and Requirements

Education: Minimum Bachelor's degree (S1) or equivalent qualification.

English Proficiency: Good spoken and written English communication skills are essential.

Experience: Previous experience in customer service, call centers, or contact centers is an advantage. Fresh graduates are welcome to apply.

Strong verbal communication, active listening, and problem-solving skills.

Customer-oriented, patient, empathetic, and able to handle customer complaints professionally.

Comfortable using computers, email, and customer service applications.

Able to work effectively in a fast-paced environment and manage multiple customer inquiries.

Willing to work on-site in Yogyakarta under a rotating three-shift schedule, including night shifts, weekends, and public holidays, as required.

What We Are Looking For

We welcome candidates who are eager to learn, demonstrate a positive attitude, and are committed to delivering excellent customer service. Whether you are an experienced customer service professional or a fresh graduate looking to start your career, we encourage you to apply.