Customer Service Representative

Concentrix; Kota Yogyakarta; On-site; IDR 36,000,000 - 60,000,000; Full time

Job summary

Concentrix in Indonesia is seeking a customer service professional to ensure service delivery meets KPIs. You will clarify requirements, listen actively, and provide accurate resolutions with empathy, while maintaining courteous interactions and accurate account notes.

The ideal candidate has a D3/Bachelor degree with 3–6 months of relevant experience, and strong communication, multitasking, and teamwork skills in a fast-paced setting.

Qualifications

• D3 or Bachelor degree required; 3–6 months of relevant experience preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC Knowledge.
• Ability to communicate effectively, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multi-tasking in a fast-paced environment.
• Tolerance for repetitive work.
• Ability to work in a team or independently.
• Demonstrate patience in all customer contact situations.

Responsibilities

• Ensure service delivered to customers meets contractual KPIs.
• Clarify customer requirements; probe for understanding and use resources to provide resolution.
• Listen attentively; demonstrate empathy while building rapport with customers.
• Greet customers in a courteous, friendly, and professional manner using agreed procedures.
• Maintain basic knowledge of client products/services.
• Prepare complete and accurate work including noting accounts as required.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products/services.
• Track, document and retrieve information in call tracking database.
• Respond to inquiries by referring to published materials or more senior staff.

Skills

Customer service

Communication

Empathy

Attention to detail

Teamwork

Multi-tasking

Computer skills

Education

D3/Bachelor degree with 3–6 months of relevant experience

Tools

PC knowledge

Job description

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• Minimum D3/Bachelor degree with three to six months of relevant experience preferred.
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in Multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner