Customer Service Representative (English)

Concentrix; Indonesia; On-site; IDR 44,640,000 - 72,540,000; Full time

Job summary

Concentrix is seeking a Customer Service Representative (English) to deliver high-quality support to customers in Indonesia. You will clarify needs, use resources to resolve issues, greet customers professionally, and maintain product knowledge while meeting KPIs.

The role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. Flexibility to rotate shifts is a plus.

Qualifications

• Minimum D3/S1 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; able to adapt to changes quickly
• Tolerance for repetitive work in a fast-paced environment
• Ability to work as a team member or independently
• Demonstrate patience in all customer contact situations; maintain a pleasant and professional demeanor
• Ability to rotate shifts, as needed

Responsibilities

• Ensure service delivered to customers meets contractual KPIs
• Clarify customer requirements; probe for understanding and provide resolution
• Listen attentively; demonstrate empathy and build rapport
• Greet customers courteously using procedures
• Maintain basic knowledge of client products and services
• Prepare complete and accurate work including notating accounts
• Participate in activities to improve customer satisfaction and business performance
• Offer additional products and/or 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 orientation

Computer navigation

Written and verbal communication

Attention to detail

Teamwork

Multitasking

Patience with customers

Flexibility with shifts

Education

Minimum D3/S1 with 3–6 months experience preferred

Job description

Job Title

Customer Service Representative (English)

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/S1 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
• Ability to rotate shifts, as needed

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.