Customer Support

PT Futurity Marketing International; Denpasar; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading security services provider is seeking a passionate Customer Support Specialist fluent in English to provide world-class support to international customers. The role includes managing customer inquiries across channels, documenting interactions, and contributing to service improvements. Candidates should have a minimum of 2 years customer support experience and a degree in any field. Willingness to work in shifts is required.

Qualifications

• Fluency in English—both written and verbal is required.
• Minimum of 2 years of experience in Customer Support.
• Proficient in using CRM systems and digital communication tools.

Responsibilities

• Resolve customer inquiries via phone, email, and chat.
• Provide technical assistance and product information.
• Document customer interactions in the CRM or ticketing system.

Skills

Fluency in English

Empathy

Patience

Solution-oriented approach

Education

Diploma/Bachelor's degree in any field

Tools

Zendesk

Salesforce

Freshdesk

Job description

Eagle Protect Security is a leading Security Services Provider company operating globally, dedicated to delivering the best experience for our international customers. We are looking for a passionate, solution-oriented individual who is fluent in English to join our dedicated Customer Support team.

Job Summary

The Customer Support Specialist is primarily responsible for providing world-class support to our international, English-speaking customer base across various communication channels (email, live chat, and phone). The core focus is resolving customer issues efficiently, professionally, and accurately, maintaining high customer satisfaction, and contributing positively to the company's global reputation.

Key Responsibilities

Manage and resolve incoming customer inquiries and issues in English promptly via all channels (phone, email, chat).

Provide clear, accurate technical assistance, product information, and effective troubleshooting guidance.

Communication and Documentation:

Ensure all written and verbal communication (specifically in English) is fluent, professional, and grammatically correct.

Document customer interactions, reported issues, and provided solutions in detail within the CRM or ticketing system.

Customer Advocacy and Feedback:

Collaborate with internal teams (Sales, Product, or Technical) to elevate the customer experience and ensure deep-seated issues are resolved.

Identify trends of common issues and provide structured feedback to management for product or service improvement.

Compliance:

Ensure all customer interactions and data handling adhere strictly to the company's privacy policies and service standards.

Qualifications and Requirements

Language Proficiency: Fluency in English—both written and verbal—is an absolute requirement. English proficiency tests (e.g., TOEFL/IELTS scores or internal testing) may be required.

Experience: A minimum of 2 years of experience in Customer Support, Call Center environments, or a similar customer-facing role with a global audience.

Technical Skills: Proficient in using CRM systems such as Zendesk, Salesforce, or Freshdesk, and other digital communication tools.

Mindset: Possesses high empathy, patience, and a solution-oriented approach, with the ability to remain calm under pressure.

Education: Minimum of a [Diploma/Bachelor's] degree in any field.

Availability: Willingness to work in shifts, including nights, weekends, or holidays, to support international time zones.

Preferred Qualifications (Nice to Have)

• Proficiency in other foreign languages
• Experience providing technical support for software or SaaS (Software as a Service) products.

The following questions are for application purposes: What's your expected monthly basic salary? Which of the following types of qualifications do you have? How many years' experience do you have as a Customer Support Role? Have you worked in a call centre before? Do you have customer service experience? How would you rate your English language skills? Which of the following languages are you fluent in?