Customer Service Specialist

GSM | XanhSM Co.,LTD; Jakarta Pusat; On-site; IDR 78,120,000 - 122,760,000; Full time

Job summary

GSM | XanhSM Co.,LTD is seeking a Customer Service Specialist in Jakarta to be the first point of contact for customers and drivers across all channels, resolving issues with empathy and speed.

You will provide product information, support promotions, collect feedback, and work with internal teams to improve the customer experience, requiring a Bachelor’s degree and 1–2 years in customer service with fluent English. Shift-work to cover 24/7 operations is required.

Qualifications

• Minimum Bachelor’s Degree (S1) required.
• 1–2 years of customer service experience preferred.
• Fluent in English (spoken & written).
• Willing to work shifts including holidays for 24/7 operations.
• Strong communication and interpersonal skills.

Responsibilities

• Be the first point of contact for customers and drivers via all channels.
• Resolve customer and driver issues with empathy, professionalism, and speed.
• Provide product information and recommend best solutions for customer and driver needs.
• Collect customer/driver feedback and conduct satisfaction surveys to improve services.
• Support promotional campaigns and customer loyalty programs.
• Document customer and driver interactions and collaborate with internal teams to enhance the overall experience.

Skills

Strong communication

Interpersonal skills

Customer oriented

Problem solving

English fluency

Education

Bachelor’s degree (S1)

Job description

• Be the first point of contact for customers and drivers via all communication channels.
• Resolve customer and driver issues with empathy, professionalism, and speed.
• Provide product information and recommend the best solutions for customer and driver needs.
• Collect customer/driver feedback and conduct satisfaction surveys to continuously improve our services.
• Support promotional campaigns and customer loyalty programs.
• Document customer and driver interactions and collaborate with internal teams to enhance the overall experience.
  

Responsibilities

• Be the first point of contact for customers and drivers via all communication channels.
• Resolve customer and driver issues with empathy, professionalism, and speed.
• Provide product information and recommend the best solutions for customer and driver needs.
• Collect customer/driver feedback and conduct satisfaction surveys to continuously improve our services.
• Support promotional campaigns and customer loyalty programs.
• Document customer and driver interactions and collaborate with internal teams to enhance the overall experience.
  

Requirements

• Minimum Bachelor’s Degree (S1)
• Prior experience in ride-hailing, transportation, or mobility services will be a plus.
• Fluent in English (spoken & written)
• Be willing to work assigned shifts (including holidays and public holidays), to support 24/7 operations.
• Minimum 1–2 years of experience in Customer Service
• Strong communication and interpersonal skills
• Problem-solving mindset and customer-oriented attitude
• Able to work under pressure and in a fast-paced environment