Customer Service Representative (Bahasa speaker)

Exinity; Jakarta Pusat; On-site; IDR 66,960,000 - 133,920,000; Full time

Job summary

Exinity is seeking a proactive Customer Service Representative to support Indonesian Bahasa and English-speaking clients, using translate tools when needed. You will report to the Team Lead, Customer Service, and collaborate with a culturally diverse team to deliver exceptional support.

The role emphasizes resolving inquiries efficiently, maintaining CRM records, and driving upsell and cross-sell opportunities to enhance client retention and loyalty.

Qualifications

• Experience delivering customer support via phone, email, and chat.
• Ability to communicate in Indonesian (native) and English.
• Willingness to upsell and cross-sell value-added services.

Responsibilities

• Respond to customer inquiries via phone, email, and chat in Native Indonesian Bahasa & English.
• Provide accurate information regarding products, services, and policies.
• Resolve customer issues promptly and professionally.
• Maintain detailed records of customer interactions in CRM systems.
• Collaborate with internal teams to ensure customer satisfaction.
• Identify and escalate priority issues when necessary.
• Handle back-office queries.
• Support clients with technical and troubleshooting issues.
• Deal with complaints promptly and effectively.
• Meet performance targets including response time, resolution rate, and customer satisfaction.
• Upsell and cross-sell to clients by adding value-added services to improve client retention, acquisition & loyalty.

Skills

Customer service

Bilingual Indonesian/English

Proactive approach

Team collaboration

Tools

CRM systems

Job description

We are seeking a proactive and customer-focused Farsi-speaking Customer Service Representative to join our team - Reporting to the Team Lead, Customer Service. The ideal candidate will be responsible for delivering exceptional support to our Indonesian Bahasa & English speaking clients (using google translate), resolving inquiries efficiently, employing a value-based relationship approach such as upselling & cross-selling and ensuring a positive customer experience. You will work in a team comprising culturally diverse professionals with different skill sets who support each other in delivering impactful results.Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in Native Indonesian Bahasa & English.
• Provide accurate information regarding products, services, and policies
• Resolve customer issues promptly and professionally
• Maintain detailed records of customer interactions in CRM systems
• Collaborate with internal teams to ensure customer satisfaction
• Identify and escalation priority issues when necessary
• Handling of Back-office queries
• Support clients with technical and troubleshooting issues
• Deal with complaints of a varying nature promptly and effectively
• Meet set performance targets including response time, resolution rate, and customer satisfaction.
• Upsell and cross sell to clients by adding value-added services to improve client retention, acquisition & loyalty.