Customer Support

Boleh Dicoba Digital; Kota Bandung; Hybrid; IDR 100.000.000 - 200.000.000; Full time

Job summary

A digital consulting company is seeking a Customer Support Consultant fluent in Dutch. The position involves handling inquiries via multiple channels and performing lead qualification. Ideal candidates have at least 1 year of experience in customer support or client-facing roles and strong communication skills. This role supports hybrid work arrangements and involves collaboration with various teams to enhance customer interactions and ensure quality service in Bandung based locations.

Qualifications

• Minimum 1 year of experience in Customer Support or client-facing roles.
• Experience with multiple communication channels like WhatsApp and email.
• Ability to work with SLA-based operational targets.

Responsibilities

• Handle inquiries from WhatsApp, website, and email promptly.
• Perform lead qualification and route leads to appropriate flows.
• Monitor recurring inquiries and report insights to the CRM team.

Skills

Fluent Dutch

Strong communication skills

Detail-oriented

Collaboration skills

Tools

WhatsApp Business API

CRM platforms (e.g., Qiscus)

Job description

(fluent Dutch) Customer Support Consultant (Indonesia, remotely)

Responsibilities

• Handle inbound inquiries from multiple channels (WhatsApp, website, email, and CRM) and respond promptly according to defined SLA.
• Perform initial lead qualification from inbound conversations and route qualified leads to the appropriate CRM or Business Development flow.
• Record, update, and maintain accurate inbound data, lead status, and client interactions in the CRM system.
• Collect and document client feedback to ensure insights are captured and shared with the CRM team.
• Coordinate with CRM, Business Development, and related internal teams for escalations, follow-ups, and client-related issues.
• Monitor recurring inquiries or issues from inbound channels and report patterns or insights to the CRM team.
• Support smooth inbound-to-BD workflows to enable multi-service acquisition and proper lead distribution across service teams.

Requirements

• Minimum 1 year of experience in Customer Support, CRM, or other client-facing roles.
• Experience handling inbound communication through multiple channels (WhatsApp, email, live chat, or similar platforms).
• Familiarity with WhatsApp Business API tools or CRM messaging platforms (e.g. Qiscus) is a plus.
• Strong communication skills with the ability to understand and respond to client needs clearly.
• Detail-oriented and comfortable with structured data entry and documentation.
• Able to collaborate effectively with CRM, Business Development, and cross-functional teams.
• Comfortable working with SLA-based operational targets.
• Willing to work in a hybrid arrangement at our Bandung head office.